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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Specialist - **Company:** Keystone Solutions - **Location:** Dessel, Belgium - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Cyber Security, Issue Tracking Systems, Software Engineering, Peripherals - **Published:** September 29, 2026 - **Apply:** https://www.adzuna.be/details/5902634050 ## About the Role * Minimum 8+ years of experience in a helpdesk, service desk, or end-user support role. * Experience with ITSM or ticketing systems and a good understanding of service management processes. * Proven experience in improving or optimizing processes within a service desk environment. * Interest in actively contributing to a transformation and implementation project of a new service management platform. * Basic knowledge of IT security and awareness of security risks. * Experience in application support and resolving user issues across various applications. * Experience in a complex IT environment with multiple stakeholders is a plus. * Knowledge of ITIL principles or similar service management methodologies is an advantage. Behavioral Competencies: * Strong communication skills: able to explain technical information clearly to different audiences. * Patience and the ability to reassure users. * Empathetic and strong service-oriented mindset. * Stress-resistant, able to prioritize, and remain calm under pressure. * Constructively critical and actively engaged in improvement discussions. * Comfortable in an evolving and changing environment. * Initiative-taking and willing to take responsibility. * Open to feedback and uses it for personal and professional growth. * Team player who can also work independently, accurately, and in a structured manner., * Ervaring met professionele ITSM-tools - Level: Intermediate - Most recent: Any time * Installatie en onderhoud van hardware - Level: Intermediate - Most recent: Any time * Inventarisbeheer - Level: Intermediate - Most recent: Any time * Optimalisatievoorstellen - Level: Intermediate - Most recent: Any time * Probleemanalyse en -oplossing - Level: Intermediate - Most recent: Any time * Softwarebeheer - Level: Intermediate - Most recent: Any time * Voorraadbeheer - Level: Intermediate - Most recent: Any time Language requirements: Dutch Level Native or bilingual proficiency ## Description As a Helpdesk Specialist, you will be engaged in a consultancy mission at a client site representing Keystone Solutions. You will be responsible for addressing IT issues and inquiries reported by end-users, ensuring optimal working conditions through effective management of workstations and peripherals., * Support end-users via phone, email, and a ticketing system. * Diagnose and resolve hardware and software issues. * Register, analyze, and follow up on incidents, service requests, and changes according to agreed processes. * Actively contribute to the further professionalization of the service desk operations. * Collaborate on the design, optimization, and implementation of processes within the future service management platform. * Support the rollout of new methodologies and tools within the organization. * Proactively contribute to security awareness and compliance with security guidelines. * Document solutions and identify recurring issues. * Critically evaluate existing practices and propose feasible improvements. * Work closely with IT teams to resolve issues efficiently. * Manage workstations and peripherals. * Keep inventory and stock up to date., At Keystone Solutions, we offer a dynamic consultancy environment where you will work on diverse projects that challenge your skills and foster professional development. 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