IT Servicedesk Medewerker
Core
First point of contact for colleagues and clients regarding IT questions, incidents, and service requests, ensuring a positive user experience and resolving issues at first contact.
Role type
IT Service Desk Agent
Builds
Digital workplace support and incident resolution services for internal users and clients
Domain
IT Service Management / Professional Services
Deliverable
client delivery
Required skills
IT service desk support, incident management, request fulfillment, knowledge management, ITIL processes, Microsoft 365, Windows 11, Teams, cloud solutions, ITSM tooling (ServiceNow preferred)
Preferred skills
MBO 4 IT education, experience in customer-oriented IT environments, affinity with modern work environments
Responsibilities
Register, analyze, and resolve IT incidents and service requests via phone, chat, and ITSM tools; escalate complex issues to specialized teams; maintain and expand the knowledge base; monitor service progress and communicate with users; identify recurring problems and improvement opportunities; adhere to ITIL processes
Seniority
Junior to Mid-level, hands-on IC
