IT Service Desk Analyst - Dutch Speaking

Our client is an established technology services organisation delivering IT support solutions to international clients across multiple sectors. They provide end-to-end service desk capabilities focusing on quality, customer satisfaction, and continuous improvement, emphasizing knowledge sharing, professional development, and collaborative teamwork.

• 6-8 years of IT Service Desk experience
• Fluent English (E3 level) - written and spoken
• Fluent Dutch (E3 level) - written and spoken
• Strong knowledge of IT service desk operations and incident management
• Experience providing first-line support for hardware and software issues
• Proficiency with IT Service Management tools and ticket lifecycle management
• Ability to use remote support tools effectively
• Experience supporting desktop, mobile, and application systems
• Strong troubleshooting and problem-solving skills
• Excellent communication skills across multiple channels
• Ability to document technical information clearly in English
• Understanding of SLAs and quality management principles
• Capability to work collaboratively with technical teams
• Willingness to learn new technologies and processes

• Act as the single point of contact for IT support across multiple channels
• Provide first-line support for desktops, mobile devices, and applications
• Assist users via telephone, email, chat, and web interface channels
• Diagnose and resolve software and hardware issues through step-by-step guidance
• Deliver advanced PC support using remote control tools
• Document all requests and incidents within agreed timeframes in the ITSM tool
• Own tickets throughout their lifecycle, capturing all relevant information per quality guidelines
• Escalate unresolved cases to appropriate technical teams ensuring timely resolution
• Log all contacts in English while handling calls in Dutch as required
• Instruct users on application usage and ICT processes
• Translate communications between English and Dutch as needed
• Communicate effectively with team members, second and third-level support teams
• Document new technical solutions in the knowledge base
• Share best practices and lessons learned with colleagues
• Attend training sessions according to the development plan
• Meet Key Performance Indicators and quality requirements
• Ensure high levels of customer satisfaction
• Follow organisational policies and procedures