As a Servicedesk Employee, you support customers who work daily with business-critical systems. You do this within a small, professional, and committed organization with a no-nonsense mentality. You get a lot of freedom, take responsibility, and collaborate with colleagues who are eager to help each other.
What you will do. You are the first point of contact for customers with questions, incidents, or change requests regarding Enterprise Asset Management and Service Management solutions. You listen carefully, ask the right questions, and ensure that every report is clearly recorded and followed up. You try to resolve reports independently as much as possible. If specialized knowledge is needed, you liaise with our functional or technical consultants.
You remain involved afterwards: you monitor progress, keep the customer informed, and check whether the solution actually meets expectations.
- Receive, register, and assess questions and incidents
- Ask probing questions to properly understand the customer's question or problem
- Classify and prioritize reports
- Independently analyze and resolve first-line reports
- Escalate more complex reports to the appropriate colleague
- Monitor lead times, agreements
- Proactively inform customers about the status and progress
- Verify whether the delivered solution actually resolves the problem
- Record solutions and supplement the knowledge base
- Maintain and improve procedures and work instructions
- Identify recurring problems and potential improvements
- Contribute to the further professionalization of the servicedesk
You are given the space to conduct your own research, find solutions, and take responsibility for a good customer experience. Opportunities for growth towards, for example, Functional or Technical Consultant are available.
What they ask
- Minimum MBO-4 work and thinking level
- Affinity with IT, software, and business processes
- Experience within a servicedesk, customer contact environment, or application support is a plus
- Quickly master new systems and working methods
- Analytical and enjoy investigating causes and solutions
- Work accurately and maintain an overview, even during busy periods
- Know how to set the right priorities
- Communicate clearly and customer-oriented
- Able to work independently, but also actively seek collaboration
- Take ownership and monitor a report from start to finish
- Good command of the Dutch and English languages, both written and spoken
- Experience with IBM Maximo, Enterprise Asset Management, or Service Management is a bonus, but not a requirement
Profile
You are customer-oriented, curious, and enjoy investigating problems. You are a good listener, ask targeted questions, and remain calm when multiple reports come in simultaneously. Demonstrable experience and the right attitude weigh more heavily than a perfect CV. With an affinity for IT, a service-oriented attitude, and the willingness to learn, you will go a long way. You fit the organization if:
- you feel at home in a small, close-knit company and do not want to be a cog in a large corporation
- you take responsibility and keep agreements
- you like to figure things out yourself and do not wait for someone to tell you exactly what to do
- you genuinely like to help customers
- you collaborate as easily as you work independently
- you like to help colleagues and actively share knowledge
- you are eager to learn: your attitude and willingness to grow weigh more heavily than a perfect CV
Practical
You will be guided by experienced colleagues and will have ample opportunity to develop yourself through education, training, and learning on the job. Attention is paid to a healthy work-life balance.
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