Senior Helpdesk Specialist – ITSM & End-User Support

Pauwels Consulting; Dessel; Sur place; EUR 45 000 - 60 000; Plein temps

Résumé du poste

Pauwels Consulting is seeking a Senior Helpdesk Specialist for a client in the energy and environment sector. The role involves managing incidents, supporting end-users, and contributing to a new service management platform.

You will work onsite in Dessel in a full-time capacity, dealing with hardware and software issues and maintaining IT inventories. The ideal candidate has 8+ years in helpdesk or service desk roles, strong ITSM knowledge, and fluency in Dutch.

Qualifications

• 8+ years experience in a helpdesk, service desk, or end-user support role.
• Expertise with installation, maintenance, and troubleshooting of hardware and software.
• Proficiency with ITSM tools and service management processes.
• Experience with application support and resolving user issues across diverse platforms.
• Basic knowledge of IT security and awareness of digital risks.
• Strong communication skills and a service-oriented mindset.
• Stress-resistant and comfortable in a changing environment.
• Dutch language fluency (native or high proficiency).

Responsabilités

• Support end-users via telephone, email, and ticketing systems to resolve technical inquiries.
• Diagnose and resolve hardware and software issues for workstations and peripherals.
• Register, analyze, and follow up on incidents, service requests, and changes per established processes.
• Contribute to design, optimization, and implementation of a new service management platform.
• Promote security awareness and ensure compliance with digital safety guidelines.
• Maintain accurate inventory and stock management of IT equipment.
• Document solutions and identify recurring problems to improve service quality.

Connaissances

ITSM experience

Incident management

Communication skills

Dutch language

Service desk processes

Proactive/ stress-resilient

Outils

ITSM tools

Description du poste

Our client, a key organization in the energy and environment sector, is looking for a Senior Helpdesk Specialist. This role involves managing technical incidents while actively contributing to the professionalization of service desk processes and the implementation of a new management platform.

• Support end-users via telephone, email, and ticketing systems to resolve technical inquiries.
• Diagnose and resolve hardware and software issues regarding workstations and peripherals.
• Register, analyze, and follow up on incidents, service requests, and changes according to established processes.
• Contribute to the design, optimization, and implementation of a new service management platform.
• Promote security awareness and ensure compliance with digital safety guidelines.
• Maintain an accurate inventory and stock management of IT equipment.
• Document solutions and identify recurring problems to improve service quality.

• 8+ years experience in a helpdesk, service desk, or end-user support role.
• You possess expertise in installation, maintenance, and troubleshooting of hardware and software.
• You bring proficiency with professional ITSM tools and service management processes.
• You have experience with application support and resolving user issues across diverse platforms.
• You have a basic knowledge of IT security and awareness of digital risks.
• You possess strong communication skills and a service-oriented mindset.
• You are stress-resistant, proactive, and comfortable in a changing environment.
• You are native or fluent in Dutch.

Nice to Haves

• Experience working within complex IT environments with multiple stakeholders.
• Knowledge of ITIL principles or similar service management methodologies.
• Experience with transformation or implementation projects for ITSM platforms.

• Start date: ASAP
• Duration: project until 31/12/2026
• Work regime: Full-time
• Location: Dessel
• Working model: Onsite
• Contract: open to both permanent employees and freelancers