Senior support and service consultant IT (SNS01901)
Job Description
As a senior support and service consultant, you are the first point of contact for IT-related questions and problems.
- You support end users in solving technical issues, ranging from hardware problems to more complex application issues.
- With your thorough knowledge of ITIL processes, you will ensure that requests and incidents are effectively identified, analyzed, and resolved according to the standardized ITIL methodology.
Responsibility
- Providing first-line support for end users via phone, email and ticketing system.
- Diagnosing and resolving hardware and software problems.
- Apply ITIL processes to manage service requests, incidents, and changes.
- Documenting solutions and procedures for future use and knowledge sharing.
- Maintaining good communication with users and ensuring timely feedback.
- Collaborate with the IT teams to solve problems and improve processes.
Requirements
- Degree/Demonstrated Experience
- Minimum of 5 years of experience in a help desk or service desk position.
- Demonstrated knowledge of ITIL and experience in applying ITIL processes.
- Basic knowledge of IT security and awareness of security risks.
- Experience with application support and solving user problems in various applications.
- Problem-solving skills and a customer-oriented attitude.
- Team player, but also able to work independently.
- Experience with ITSM tools (e.g. ServiceNow, Topdesk, 4me, …)
Skills
- 1st line support for hardware workstations and peripherals
- servers, system software and networks
- Affinity with application development
- Analytical skills
- Ervaring met ITSM-tools
- ITIL works
- Office 365
Languages
- Dutch
- English
- French
Hiring Team Member
