IT Service Desk Analyst

Our client is an established technology services organisation delivering IT support solutions to international customers. They operate a structured service desk environment focused on quality, continuous improvement and customer satisfaction. The organisation values knowledge sharing, professional development and maintaining high service standards through clear processes and performance metrics.

• 6-8 years of experience in IT Service Desk or similar support role
• Fluent in English (E3 level) and Dutch (E3 level)
• Strong knowledge of IT Service Desk operations and incident management
• Experience providing first-level support for software and hardware issues
• Proficiency with IT Service Management tools and ticketing systems
• Competence using remote control tools for PC support
• Ability to troubleshoot desktop, laptop, and mobile device issues
• Strong communication skills across multiple channels (phone, email, chat, web)
• Experience managing tickets through their complete lifecycle
• Understanding of SLAs and quality guidelines in IT support environments
• Ability to document technical solutions and contribute to knowledge bases
• Willingness to learn new technologies, tools, and processes
• Customer-focused approach with commitment to high satisfaction levels

• Provide first-level support for IT requests and incidents across desktops, laptops, and mobile devices
• Assist users through telephone, email, chat, and web interface channels
• Identify and resolve software and hardware issues using step-by-step guidance
• Deliver advanced PC support using remote control tools
• Handle and document all incoming requests within agreed timeframes in the IT Service Management system
• Own tickets throughout their lifecycle, capturing all relevant information per quality guidelines
• Follow up on existing tickets and escalate unresolved cases to appropriate technical teams
• Log all contacts in the helpdesk database in English while handling calls in Dutch
• Communicate effectively with team members, second and third-level support teams, and end-users
• Instruct users on application systems and ICT processes
• Translate end-user communications between English and Dutch as required
• Document new technical solutions in the knowledge base and suggest improvements
• Share best practices and lessons learned with colleagues
• Attend training sessions as outlined in the training plan
• Ensure high levels of customer satisfaction and adherence to key performance indicators
• Follow quality requirements, policies, and procedures for both the organisation and customers

Contract Type: 6 Months