Senior Helpdesk Specialist - ITSM & Service Desk Expert

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

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.