IT Helpdesk

Company:
Manufacturing Company

Position:
Help Desk Coordinator

Location:
Aalsmeer, Netherlands

Salary: 45,000 – 55,000 EURO

Visa:
No Sponsorship Available

• Responsible for logging support requests from customers by phone and by email, establishing the priority of the issues.
• Based upon the status of the customer, allocating the appropriate engineer or applications specialist to support the customer within an appropriate timescale.
• Within the Help Desk team, prioritising, scheduling, coordinating, and escalating where needed all service calls.
• Working and communicating with the Operations department to ensure that parts, ink, and orders are placed, managed, and expedited where needed to meet the needs of the visiting engineers and customers; helping to organise the return of unused parts.
• Responsible for promoting and maintaining service contracts with customers.
• Support all admin tasks, such as call management and closing, ad-hoc invoicing and job costing of parts.
• Follow up on logged calls based on their status, ensuring that each request is being tracked, escalated, and resolved.
• Communication with customers to keep them updated on the status of their requests.
• Communication with engineers and support staff to ensure that they are informed of tasks to be done and where changes need to be made.
• Navigate complex situations with composure, working efficiently under pressure while maintaining a calm, solution‑focused approach; demonstrate the ability to make quick, confident decisions to effectively address customer needs and ensure optimal outcomes.

• Customer support administration for complex capital equipment, handling and prioritising tasks and professional direct verbal and written contact with customers.
• IT related applications, such as Microsoft Office for spreadsheets and email, and experience of utilising ERP systems to obtain the right information.
• Working as part of a team, with liaison experience with other internal department members to enhance customer satisfaction and meet organisational goals.
• Business level of English.