Service Desk Analyst - Dutch/German language

As an IT Support Specialist, you will be responsible for providing first-line support to users facing IT issues, encompassing troubleshooting hardware, software, network, and system problems. Your role will involve handling service requests such as password resets, access requests, and software installations. Additionally, you will be tasked with logging, prioritizing, and categorizing incidents and service requests in the ticketing system, ensuring efficient management through platforms like ServiceNow or Jira. Effective communication with end-users is key in this role, as you will be responsible for providing clear and timely updates on the status of their reported issues or requests. In cases where incidents remain unresolved, you will escalate them to higher-level support teams while ensuring comprehensive documentation of all relevant information. Furthermore, your duties will include creating and updating knowledge base articles to facilitate faster issue resolution in the future. Remote troubleshooting using appropriate tools and assisting with hardware and software issues for various devices will be part of your daily tasks. Collaboration with other IT teams, such as network, infrastructure, and applications, will be crucial in resolving more complex issues. Upholding service level agreements (SLAs) and maintaining a strong focus on customer service to ensure user satisfaction will be integral aspects of your responsibilities. To excel in this role, you should possess 1-2 years of experience in a service desk or IT support role, along with a basic understanding of operating systems, software applications, and hardware components. Strong problem-solving skills, effective communication abilities, and the capacity to work collaboratively in a team environment are essential. Familiarity with ticketing systems like ServiceNow or Jira is preferred, while certifications such as ITIL Foundation, CompTIA A+, or similar are advantageous. A bachelor's degree in information technology, Computer Science, or a related field is preferred for educational qualifications, along with relevant certifications like ITIL Foundation, Microsoft Certified Professional (MCP), or CompTIA A+. Your proficiency in time management, handling multiple tasks, and meeting deadlines will be critical to your success in this role.,