Helpdesk Specialist

Keystone Solutions; Dessel; Sur place; EUR 42 000 - 54 000; Plein temps

Avantages offerts par ce poste

4 maanden contract

Full-time op locatie client site

Résumé du poste

Keystone Solutions zoekt een Helpdesk Specialist voor een consultancyopdracht bij een klant op locatie. Je behandelt IT-issues en vragen van eindgebruikers, beheert werkstations en randapparatuur en documenteert oplossingen terwijl je streeft naar continue verbetering van de service desk.

De rol vereist minstens 8 jaar ervaring in een complexe IT-omgeving, kennis van ITSM/ticketing en interesse in een transformatieproject voor een nieuw service management platform.

Qualifications

• 8+ jaar ervaring in helpdesk of servic desk
• Ervaring met ITSM of ticketing system
• “Ervaring met procesverbetering in service desk”

Responsabilités

• Ondersteun eindgebruikers via telefoon, e-mail en ticketsysteem
• Diagnoseer en los hardware- en softwareproblemen op
• Registreren / analyseren / opvolgen van incidenten en wijzigingsverzoeken
• Draag bij aan professionalisering van de service desk
• Werk aan ontwerp/optimalisatie van processen in het toekomstige service management platform
• Ondersteun uitrol van nieuwe methodologieën en tools
• Draag bij aan security awareness en naleving van security guidelines
• Documenteer oplossingen en identificeer terugkerende issues
• Beoordeel bestaande praktijken en stel haalbare verbeteringen voor
• Werk nauw samen met IT-teams om issues efficiënt op te lossen
• Beheer werkstations en randapparatuur
• Houd inventaris en stock up-to-date

Connaissances

End-user support

Incident management

Process optimization

Transformation projects

IT security awareness

Application support

ITIL knowledge

Stakeholder management

Complex IT environment

Outils

ITSM tools

Ticketing system

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.

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.
• Manage workstations and peripherals.
• Keep inventory and stock up to date.

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

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