Support and Service IT Consultant
Job Description
As a Helpdesk Employee, you will be the first point of contact for IT-related issues and requests. You will provide support to end users, resolving technical problems ranging from hardware issues to more complex application problems. Leveraging your strong understanding of ITIL processes, you will ensure that requests and incidents are addressed and resolved according to standardized ITIL methodology. Additionally, you will focus on promoting security awareness to help prevent security incidents.
Key responsibilities include:
- Providing first-line support via phone, email, and a ticketing system.
- Diagnosing and resolving hardware and software issues.
- Supporting application issues and ensuring timely solutions or escalations.
- Applying ITIL processes for service requests, incident management, and change management.
- Promoting security awareness and adherence to security policies.
- Documenting solutions and procedures for knowledge sharing.
- Communicating effectively with users and providing timely updates.
- Collaborating with IT teams to troubleshoot and improve processes.
Job Requirements:
- Diploma or demonstrable experience in IT support.
- Minimum of 5 years of experience in a helpdesk or service desk role.
- Strong knowledge of ITIL processes and hands-on experience in applying ITIL practices.
- Basic knowledge of IT security and understanding of security risks.
- Experience with application support and resolving user issues in various applications.
- Excellent problem-solving skills with a customer-oriented approach.
- Able to work independently and as part of a team.
- Experience with ITSM tools (e.g., ServiceNow, Topdesk, 4me, etc.) is essential.
Required Skills:
- 1st Line Support for hardware (desktops, laptops, printers) and peripherals (MUST HAVE).
- Knowledge of Servers, System Software, and Networks (MUST HAVE).
- Affinity with Application Development.
- Analytical Skills.
- ITIL Knowledge and working experience.
- Advanced knowledge of Office 365.
Language Requirements:
- Dutch: Native or bilingual proficiency.
- English: Nice to have.
- French: Nice to have.
Hiring Team Member
