Service Desk coordinator

Join Keystone Solutions as a Service Desk Coordinator consultant for a client engagement. In this consultancy role, you will operate on-site at the client, supporting their Service Desk to strengthen incident management and follow-up, with a focus on analysis and handling of complex incidents. You will perform all responsibilities below as a Keystone Solutions consultant, working closely with the client and their subsidiaries., * Set up, manage, and optimize reporting within the Service Desk to continuously improve service delivery and steer decisions based on data.

• Coordinate and follow up on complex and blocking incidents, and reduce the backlog resulting from aged incidents, non-updated incidents, etc.
• Manage hardware escalations, ensuring a clear understanding of issues and correct handling of associated incidents.
• Extract and analyze data from ServiceNow (ITSM tool) and Genesys (call handling tool) to build KPI reports in Excel, including backlog, aged tickets, SLA, staff performance, and call volume and quality.
• Support Service Desk agents in resolving complex incidents and prioritizing tasks.
• Maintain and expand documentation (ServiceNow Knowledge Articles) based on analyzed incidents and identified solutions.
• Ensure accurate tracking of loaned equipment.
• All of the above will be executed under Keystone Solutions’ consultancy model, working embedded with the client’s teams on-site., * Consultancy nature of work: Operate as a Keystone Solutions consultant embedded at client locations, collaborating directly with stakeholders to drive tangible service improvements.
• Dynamic projects: Tackle diverse challenges across client engagements, from complex incident coordination to KPI-driven process optimization.
• Turbo-charged learning and development: Broaden your expertise in ITSM, ServiceNow, Genesys, and data-driven reporting with ongoing professional development support from Keystone Solutions.
• Ambition skyrocketing within a consultancy framework: Build your career through varied client missions, gaining visibility, impact, and accelerated growth.

Keystone Solutions Values in Action:

As a K-Stone, you bring excellence, ownership, and collaboration to each client mission. You translate data into decisions, elevate service quality through structured processes, and proactively share knowledge to enable teams. These values guide every engagement and ensure consistent, high-impact delivery.

Role-Specific Consultancy Impact:

In this Service Desk Coordinator role, you will apply your ITSM, reporting, and incident coordination skills across client scenarios, improving service maturity by reducing backlogs, enhancing SLA adherence, strengthening knowledge bases, and optimizing call center performance analytics.

• Bachelor’s degree in IT (or demonstrable experience in a comparable role).
• Minimum 3 years of experience at a Service Desk in at least a coordinating role.
• Fluent communication in Dutch, French, and English (both spoken and written).
• Dutch or French as a native language or at least level C; the other language at least level B2.
• English at least level B2.
• No home working possible; on-site presence at the client is required.

Evaluation Criteria:

• The CV must demonstrate compliance with the requested skills (evaluation criteria). The more experience/knowledge you have, the better your proposal will be assessed on this criterion.
• Relevant experience with coordination and follow-up of complex IT incidents within a Service Desk or ITSM context.
• Experience with reporting, KPI analysis, and data-driven improvement of Service Desk processes.
• Knowledge and practical experience with ITSM tools and reporting tools, in particular ServiceNow and Excel.
• Experience with a telephony software package such as Genesys (parameters and data analysis).
• Experience with knowledge management and documentation within an IT support environment.