Job Summary
Provide Dutch-language L1 technical support and ensure customer users receive timely, professional and consistent assistance across approved support channels. The analyst is expected to resolve eligible issues at first contact and coordinate tickets requiring L2/L3 assistance.
Key Responsibilities
Support Dutch-speaking end users by telephone, email, Teams chat and ServiceNow. • Accurately record, classify, prioritize and progress incidents and service requests. • Perform structured L1 diagnosis using approved troubleshooting procedures, SOPs, knowledge articles and remote tools. • Resolve standard user, endpoint, application, email, Microsoft Teams, access, password, MFA, connectivity, printing and VDI-related issues within scope. • Assign tickets accurately and avoid unnecessary transfers or ticket hopping. • Escalate tickets to L2/L3 teams when resolution requires elevated access, specialist knowledge or additional technical assistance. • Coordinate resolver-group activities and ensure the user continues to receive progress information. • Maintain clear ServiceNow work notes, actions, findings, user updates and resolution information. • Support First Contact Resolution, customer satisfaction and accurate routing objectives. • Identify repeat issues, knowledge gaps and shift-left opportunities. • Contribute to FAQs, knowledge articles and user-facing documentation. • Participate in service readiness, operational training, assessments, ticket walkthroughs, shadowing and knowledge playbacks.
Skill Requirements
Required Skills • Professional fluency in spoken and written Dutch. • Sufficient English proficiency for internal communication, training and documentation. • Relevant experience in an enterprise Service Desk or technical support function. • Practical knowledge of incident and service-request processes. • Experience with ITSM and remote troubleshooting tools. • Strong user communication, analytical troubleshooting and documentation skills. • Customer-focused approach with the ability to take ticket ownership through closure.