We are looking for an experienced Service Desk Coordinator to strengthen the IT Service Desk of a large

enterprise environment. In this role, you will be responsible for coordinating complex IT incidents,

monitoring service performance, and driving continuous improvements through data analysis and

reporting.

You will work closely with Service Desk agents, IT support teams, and various stakeholders to ensure high-

quality service delivery while optimizing operational processes.

Your Responsibilities

• Coordinate and monitor complex and business-critical IT incidents.

• Manage and reduce the backlog of aged, unresolved, or outdated incidents.

• Handle hardware-related escalations and ensure accurate follow-up and resolution.

• Develop, maintain, and optimize Service Desk reporting to support data-driven decision-making.

• Extract and analyze data from ITSM and contact center platforms to produce KPI reports,

including:

o Backlog analysis

o SLA compliance

o Agent performance

o Call volume and quality

o Operational trends

• Support Service Desk agents in resolving complex incidents and prioritizing workloads.

• Maintain and expand the knowledge base by documenting solutions and best practices.

• Ensure accurate tracking and follow-up of loaned IT equipment.

• Contribute to the continuous improvement of Service Desk processes and service quality.

Your Profile

Experience

• Bachelor’s degree in IT or equivalent through relevant experience.

• Minimum 3 years of experience within a Service Desk or IT Support environment.

• Experience in a coordinating or senior Service Desk role.

• Proven experience working in an IT Service Management (ITSM) environment.

Technical Skills

Strong experience with:

• IT Incident Management

• Service Desk Operations

• IT Service Management (ITSM)

• KPI reporting and service performance analysis

• Microsoft Excel (advanced reporting and data analysis)

Experience with:

• ServiceNow or a similar ITSM platform

• Contact center software such as Genesys or comparable solutions

• Knowledge management and technical documentation

Soft Skills

• Strong analytical and problem-solving skills

• Customer- and service-oriented mindset

• Excellent organizational skills

• Proactive and results-driven

• Strong communication skills

• Structured and detail-oriented

• Team player with coaching abilities

• Able to perform well under pressure

Language Requirements

• Dutch or French at native (or equivalent C-level) proficiency.

• Good professional command (minimum B2) of the other national language.

• English: minimum B2 level, both written and spoken.

Assignment Details

• Full-time, on-site assignment.

• Remote work is not available.

• Long-term opportunity within a professional enterprise IT environment.

Why Join?

This is an excellent opportunity to play a key role in the operational excellence of a large-scale IT Service

Desk. You will contribute directly to improving service quality, optimizing IT support processes, and

leveraging data-driven insights to enhance operational performance while collaborating with experienced

IT professionals in a dynamic and challenging environment.