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# Senior Helpdesk Specialist - ITSM & End-User Support

- **Company:** Pauwels Consulting
- **Location:** Dessel, Belgium
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Issue Tracking Systems, Software Engineering
- **Published:** September 30, 2026
- **Apply:** https://europa.eu/eures/portal/jv-se/jv-details/OTYwMjM1MzUtOGUzYy00NGY2LThlZjAtM2EzMjRkMTQzMDlhIDM?lang=en

## About the Role

* 8+ years experience in a helpdesk, service desk, or end-user support role.
 * You possess expertise in installation, maintenance, and troubleshooting of hardware and software.
 * You bring proficiency with professional ITSM tools and service management processes.
 * You have experience with application support and resolving user issues across diverse platforms.
 * You have a basic knowledge of IT security and awareness of digital risks.
 * You possess strong communication skills and a service-oriented mindset.
 * You are stress-resistant, proactive, and comfortable in a changing environment.
 * You are native or fluent in Dutch.

Nice to Haves

 * Experience working within complex IT environments with multiple stakeholders.
 * Knowledge of ITIL principles or similar service management methodologies.
 * Experience with transformation or implementation projects for ITSM platforms.

## Description

* Support end-users via telephone, email, and ticketing systems to resolve technical inquiries.
 * Diagnose and resolve hardware and software issues regarding workstations and peripherals.
 * Register, analyze, and follow up on incidents, service requests, and changes according to established processes.
 * Contribute to the design, optimization, and implementation of a new service management platform.
 * Promote security awareness and ensure compliance with digital safety guidelines.
 * Maintain an accurate inventory and stock management of IT equipment.
 * Document solutions and identify recurring problems to improve service quality.


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