Servicedesk medewerker
Woerden - Fulltime
Job Description
As a Service Desk Clerk, you will be the first point of contact for internal and external customers requiring technical support. You play a crucial role in solving IT-related problems, providing clear instructions and ensuring customer satisfaction. You are an enthusiastic problem solver with excellent communication skills. Experience with TOPdesk is a plus.
Responsibilities
As a Service Desk Assistant, you will contribute to the smooth operation of IT support within our organization. Your technical skills and customer-oriented approach, together with your knowledge of TOPdesk, make you a valuable link in providing high quality services to our users.
Primary Support
- Manage incoming calls, emails and tickets from users.
- Identify the nature of problems, questions or requests and classify them according to urgency and impact.
- Supports the organization to operate ICT securely as well as adopting the 27001 standard and associated control measures.
- Makes proposals for process and quality improvements.
Technical Troubleshooting
- Analyze and solve technical problems using existing documentation and troubleshooting skills.
- Guide users through step-by-step troubleshooting.
Escalation and Cooperation
- Assess the severity of incidents and escalate to higher levels of support if necessary.
- Collaborate with colleagues and other teams to effectively solve complex problems.
Customer Communication
- Provide clear and understandable instructions and solutions to users.
- Keep customers informed of the progress of their requests and incidents.
Documentation and Knowledge Management
- Record incident details, steps taken and solutions accurately in the ticketing system.
- Actively contribute to the knowledge database to capture common problems and solutions.
User Training
- Provide basic technical instruction to users to help them self-solve problems.
Reporting
- Prepare regular reports on incidents, trends and performance for management.
Qualifications and requirements
- Customer-oriented, goal-oriented, and proactive.
- MBO or HBO diploma in a relevant field (e.g., IT, information technology).
- Proven knowledge of computer systems, operating systems, and basic networking.
- Excellent verbal and written communication skills in both Dutch and English.
- Strong customer-oriented mindset with excellent problem-solving skills.
- Ability to work under pressure, prioritize tasks, and document accurately.
- Able to work both in a team and independently.
- Experience with ticketing systems and service management tools, particularly TOPdesk, is a plus.
