Helpdesk Specialist

keystone-solutions; Dessel; Sur place; EUR 39 000 - 54 000; Plein temps

Résumé du poste

Keystone Solutions is seeking a seasoned Helpdesk Specialist to join a client-site consultancy project. You will handle end-user IT issues, manage incidents, and help optimize service desk processes while aligning with ITIL-based practices.

You will work with cross-functional IT teams, promote security awareness, and contribute to the deployment of a new service management platform. The role demands strong communication and a collaborative mindset in a dynamic environment.

Qualifications

• 8+ years of experience in a helpdesk or end-user support role.
• Experience with ITSM or ticketing systems and service management processes.
• Proven experience improving or optimizing service desk processes.
• Interest in transformation and implementation of a new service management platform.
• Basic knowledge of IT security and awareness of security risks.
• Experience in application support across multiple applications.

Responsabilités

• Support end-users via phone, email, and ticketing system.
• Diagnose and resolve hardware and software issues.
• Register, analyze, and follow up on incidents and changes.
• Contribute to professionalization of the service desk operations.
• Contribute to design and optimization of processes in the service management platform.
• Support rollout of new methodologies and tools.
• Promote security awareness and compliance with guidelines.
• Document solutions and identify recurring issues.
• Evaluate existing practices and propose improvements.
• Collaborate with IT teams to resolve issues efficiently.

Connaissances

ITSM tools

Service management

Process optimization

ITIL knowledge

Application support

Stakeholder management

Description du poste

Mission Overview

As a Helpdesk Specialist, you will be engaged in a consultancy mission at a client site representing Keystone Solutions. You will be responsible for addressing IT issues and inquiries reported by end-users, ensuring optimal working conditions through effective management of workstations and peripherals.

Key Responsibilities

• Support end-users via phone, email, and a ticketing system.
• Diagnose and resolve hardware and software issues.
• Register, analyze, and follow up on incidents, service requests, and changes according to agreed processes.
• Actively contribute to the further professionalization of the service desk operations.
• Collaborate on the design, optimization, and implementation of processes within the future service management platform.
• Support the rollout of new methodologies and tools within the organization.
• Proactively contribute to security awareness and compliance with security guidelines.
• Document solutions and identify recurring issues.
• Critically evaluate existing practices and propose feasible improvements.
• Work closely with IT teams to resolve issues efficiently.

  Knowledge and Experience

  • Minimum 8+ years of experience in a helpdesk, service desk, or end-user support role.
  • Experience with ITSM or ticketing systems and a good understanding of service management processes.
  • Proven experience in improving or optimizing processes within a service desk environment.
  • Interest in actively contributing to a transformation and implementation project of a new service management platform.
  • Basic knowledge of IT security and awareness of security risks.
  • Experience in application support and resolving user issues across various applications.
  • Experience in a complex IT environment with multiple stakeholders is a plus.
  • Knowledge of ITIL principles or similar service management methodologies is an advantage.

  Behavioral Competencies

  • Strong communication skills: able to explain technical information clearly to different audiences.
  • Patience and the ability to reassure users.
  • Empathetic and strong service-oriented mindset.
  • Stress-resistant, able to prioritize, and remain calm under pressure.
  • Constructively critical and actively engaged in improvement discussions.
  • Comfortable in an evolving and changing environment.
  • Initiative-taking and willing to take responsibility.
  • Open to feedback and uses it for personal and professional growth.
  • Team player who can also work independently, accurately, and in a structured manner.

  Why Join Keystone Solutions

  At Keystone Solutions, we offer a dynamic consultancy environment where you will work on diverse projects that challenge your skills and foster professional development. As a

  Duration

  Duration: As soon as possible - 31/12/2026 4 months (full time)

  Skills required

  • Ervaring met professionele ITSM-tools - Level: Intermediate - Most recent: Any time
  • Installatie en onderhoud van hardware - Level: Intermediate - Most recent: Any time
  • Inventarisbeheer - Level: Intermediate - Most recent: Any time
  • Optimalisatievoorstellen - Level: Intermediate - Most recent: Any time
  • Probleemanalyse en -oplossing - Level: Intermediate - Most recent: Any time
  • Softwarebeheer - Level: Intermediate - Most recent: Any time
  • Voorraadbeheer - Level: Intermediate - Most recent: Any time

  Language requirements

  Dutch
  Level Native or bilingual proficiency