Medior IT-ServiceDesk Agent

Project overview

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Medior IT-ServiceDesk Agent

Introduction

As an IT-ServiceDesk agent, you are responsible for a wide range of tasks that contribute to the efficient operation of our team and the satisfaction of end-users. The work of an agent can be divided into two parts: Operation and Development. The rule here is that operation (our core business) always takes precedence over development.

Responsibilities

Operation:

Development:

You make the difference

At Alliander, you work on an organization that is ready for the future, where we utilize your own strengths and talents. Are you customer-oriented and do you think in solutions? Then you fit perfectly with our team!

And supplement this with:

PRE:

• Act in a customer-friendly and representative manner.
• Support via telephone, chat, email, order desk, and dispatch (SelfServicePortal tickets).
• Answer technical and functional questions and/or resolve problems.
• Assess per situation which approach is needed and help end-users, both in Dutch and English, depending on their language proficiency.
• Independently perform management tasks, using extensive professional knowledge and instructions, well-aligned with other work processes.
• Check and 'like' daily updates in the collaboration channels.
• Fixed activities for knowledge items or as a knowledge manager for ServiceNow.
• Support during major incidents and prepare work.
• Work with JIRA for project management and task management
• provide input for the knowledge base.
• Continuous improvement: look for opportunities to improve service delivery and increase customer satisfaction, take initiative independently to optimize the customer experience.
• Minimum Mbo-3/Mbo-4 work and thinking level with a preference for an ICT-related education.
• Experience in providing technical support.
• Good knowledge of the Dutch and English languages, both spoken and written.
• In possession of a B driver's license.
• Strong problem-solving ability, you like to surprise users with your expertise.
• You are socially adept, communicatively strong, representative, and customer-oriented.
• You have an initiative-taking mindset and the drive to continuously improve yourself and the service.
• Affinity with AI
• Knowledge and experience of IT processes, and preferably experience with ServiceNOW.
• Knowledge of and experience with Agile working methods.

Project details

• Start: 2026-11-01T23:00:00
• Location: Haarlem Noord-Holland, NL
• Languages: Dutch