IT Application Support with Dutch

Responsibilities

• Answer phone calls from end users and register Service Requests (SRs).

• Troubleshoot and resolve Service Requests using knowledge of business applications used by dealers and workshops, personal skills, the knowledge base, vendor literature, and communication with team members.

• Transfer and escalate Service Requests to other Support Groups (SGs).

• Track and follow up on Service Requests transferred to other Support Groups.

• Inform users about the progress of their Service Requests.

• Take responsibility for the Team Service Requests.

• Maintain direct contact with users and customers from Sweden, Finland, Norway, and Denmark via phone and email.

• Solve problems occurring in applications, requiring business knowledge.

• Work according to established rules and procedures as a member of the Global DS Organization, including registering, closing, monitoring, and following up on Service Requests.

• Work in accordance with ITIL and DS Best Practices.

Requirements

• Previous IT helpdesk experience and knowledge of ticketing tools, ideally ITSM.

• Fluency in Dutch, English, and Polish 

• Strong analytical and troubleshooting skills.

• A willingness to help customers.

• Comfort working in a challenging, high-pressure environment with frequent direct customer contact.

• Strong soft skills and the ability to de-escalate situations quickly.