IT Helpdesk Support - Dutch Market

About the role

Bosch Service Solutions, part of Bosch Group, develops and delivers Customer Experience, Mobility and Monitoring solutions for companies and their customers. It is recruiting an IT Helpdesk Support specialist for its Dutch market team in Lisbon, working on first-level technical support.

Key responsibilities

• Respond to all calls, emails and common requests for first-level technical support.
• Analyse technical problems (root cause analysis) and assist customers by phone, email or chat using remote access tools.
• Aim for a first-level resolution rate of 50% after 6 months and 70% after 12 months.
• Follow work instructions and escalation processes for all incident types.
• Record every incident in the internal incident management system.
• Maintain communication with other Bosch sites, departments and colleagues involved in support.
• Contribute to the FAQ and knowledge base.
• Build good relationships with colleagues and customers to ensure smooth information flow.
• Work in the office and/or remotely depending on business needs.

Required profile

• Technical education in IT systems or experience, with advanced knowledge of hardware and software support.
• Dutch spoken and written at C1 level (minimum) and English at B2 level (minimum); other European languages are a plus.
• Professional customer-facing experience is an advantage.
• Previous experience or affinity with automotive electronics is an advantage.
• Customer orientation, professional communication, teamwork and ability to work under pressure.
• Willingness to take responsibility for assigned projects as needed.

Required skills

• Methodical troubleshooting skills.
• Working knowledge of SAP is an advantage.

What we offer

• Challenges in an international environment and career opportunities.
• Flexible hours and medical services.
• Employee discounts, sports and health activities, canteen and good transport links.