Service Desk Engineer - Ticketing System

We are seeking a proactive and customer-focused IT Service Desk Analyst who is fluent in English and Dutch. The successful candidate will play a critical role in supporting users across various regions, managing IT incidents, resolving technical issues, and ensuring smooth operations through excellent communication and service delivery.

Key Responsibilities :

- Identify, log, diagnose, and resolve incidents to restore normal service operations quickly and efficiently.

- Provide first-level technical support for hardware, software, and networking issues.

- Process service requests such as software installations, user account management, password resets, and

access provisioning.

- Escalate complex technical issues to the appropriate support teams in a timely manner.

- Ensure proper documentation of all tickets, troubleshooting steps, and resolutions in the ticketing system.

- Deliver excellent customer service while maintaining a high level of professionalism.

- Support and guide users in both English and Dutch, ensuring clarity and understanding of IT processes and solutions.

- Follow ITIL-based practices for incident and request management.

- Assist with onboarding and basic training for new users on IT tools and best practices.

Required Skills and Qualifications :

- Fluency in both English and Dutch (spoken and written) is mandatory.

- Strong understanding of Windows and Microsoft Office environments.

- Familiarity with ticketing tools such as ServiceNow, JIRA, or equivalent.

- Basic knowledge of networking, printers, and remote desktop support.

- Strong problem-solving and analytical skills.

- Excellent verbal and written communication abilities.

- Ability to work in a fast-paced, multilingual, and multicultural environment.

- ITIL Foundation certification is a plus.