Helpdesk Specialist

Rhox; Dessel; On-site; EUR 52,000 - 62,000; Full time

Job summary

Rhox is seeking a senior service desk specialist to provide expert end-user support, maintain hardware and software inventories, and help deploy a new service management platform. You will analyse incidents, manage requests, and contribute to improving service desk workflows while promoting security best practices.

The role requires extensive experience in helpdesk or service desk environments, proficiency with ITSM tools, and the ability to work with diverse stakeholders.

Qualifications

• 8+ years in helpdesk or end-user support.
• Experience with ITSM tools and ticketing systems.
• Ability to work with multiple stakeholders and complex environments.

Responsibilities

• Resolve end-user issues by phone, email and ticketing system.
• Record, analyse and track incidents, service requests and changes.
• Maintain workstations, peripherals, inventory and stock.
• Document solutions to hardware, software and application issues.
• Help configure and roll out a new service management platform.
• Promote security awareness and compliance with security guidelines.

Skills

End-user support

ITSM tools

Service desk processes

Hardware & software support

Diagnostic reasoning

IT security awareness

Clear communication

Prioritisation under pressure

Independent work

Process improvement

Dutch language

Tools

ITSM tools

Ticketing system

Job description

We're looking for a senior service desk specialist to handle end-user support and equipment management while helping introduce a new service management platform.

What you'll do

• Resolve end-user issues by phone, email and ticketing system.
• Record, analyse and track incidents, service requests and changes.
• Maintain workstations, peripherals, inventory and stock.
• Document solutions to hardware, software and application issues.
• Help configure and roll out a new service management platform.
• Promote security awareness and compliance with security guidelines.

What you bring

• At least eight years in helpdesk, service desk or end-user support.
• Experience with professional ITSM tools, ticketing systems and service management processes.
• Proven experience improving service desk processes and proposing practical changes.
• Hardware installation and maintenance, software management and application support experience.
• A diagnostic approach: ask questions to understand causes, context and impact.
• Basic IT security knowledge and awareness of security risks.
• Clear communication, patience and empathy when explaining technical issues.
• Ability to prioritise, stay calm under pressure and work methodically.
• Initiative, openness to feedback and confidence working independently and with IT teams.
• Willingness to help shape new processes, tools and working practices.
• Dutch, native.

Nice to have

• Experience in complex IT environments with multiple stakeholders.
• Knowledge of ITIL principles or comparable service management methods.