Helpdesk Specialist

Keystone Solutions; Dessel; On-site; EUR 36,000 - 47,000; Full time

Job summary

Keystone Solutions zoekt een Helpdesk Specialist voor een consultancy missie bij een klant op locatie. U behandelt IT-issues en vragen van eindgebruikers en onderhoudt werkplekken en randapparatuur.

De rol vraagt minstens 8 jaar ervaring in helpdesk of service desk, kennis van ITSM en procesverbetering, en interesse in transformatieprojecten rond een nieuw service management platform. Daarnaast aandacht voor IT-beveiliging en samenwerking met meerdere IT-teams.

Qualifications

• Minimaal 8 jaar ervaring in helpdesk, service desk of end-user support.
• Ervaring met ITSM-systemen en service management processen.
• Aantoonbare verbetering van processen binnen een service desk.
• Interesse in transformatieproject en implementatie van nieuw service management platform.
• Basiskennis IT-beveiliging.
• Ervaring met applicatieondersteuning en meerdere stakeholders.
• Kennis van ITIL of vergelijkbare methodologieën is een voordeel.

Responsibilities

• Ondersteunen van eindgebruikers via telefoon, e-mail en ticketing.
• Diagnose en oplossen van hardware- en softwareproblemen.
• Registreren en opvolgen van incidents, service requests en changes volgens processen.
• Bijdragen aan de professionalisering van de service desk.
• Bijdragen aan ontwerp, optimalisatie en implementatie van processen in het toekomstige service management platform.
• Ondersteunen van de uitrol van nieuwe methodologieën en tools.
• Proactief bijdragen aan beveiligingsbewustzijn en naleving van beveiligingsrichtlijnen.
• Oplossingen documenteren en terugkerende issues identificeren.
• Samenwerken met IT-teams om issues efficiënt op te lossen.
• Beheer van workstations en randapparatuur en up-to-date houden van inventaris.

Skills

Communicatievaardigheden

Klantgerichtheid

Stressbestendigheid

Empathie

Veranderingen omarmen

Zelfstandigheid

Teamwerk

Tools

ITSM-tools

Job description

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.

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