Senior Helpdesk Specialist – ITSM & End-User Support

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.

Responsibilities: 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.

Requirements: 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.

Offer: 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.