Application Support

We are looking for:
• A person who has IT helpdesk background and knowledge of ticketing tools, ideally ITSM.
• The support agent needs to have fluent Dutch + English.
• When we say fluent, we mean C2 level or native.
• The person needs to have analytical skills, willingness to help customers, and troubleshooting skills.

This is a people’s job with most of the time direct contact with our customers, which means that candidate should not be afraid of working within an environment with challenges and pressure. Candidate should also have strong soft skills to be able to de-escalate situation quickly.

Daily tasks look like:
• Receiving (Answering phone calls from end users) and registering Service Requests (SR).
• Transfer/Escalation of SR’s to other Support Groups (SG).
• Keeping track of and follow up of SR’s transferred to other SG.
• Informing users as to the progress of SR’s Responsibility for the Team SR’s.
• Direct contact with users and customers from Regions: Sweden, Finland, Norway, Denmark (via phone and mail).
• Working according to established rules and procedures as a member of Global DSC Organization (registering, closing, monitoring and follow-up Service Requests).
• Working in accordance with ITIL and DSC Best Practices.