Application Support Specialist – IT Helpdesk (Dutch, English, Polish)

Technologies we use

About the project

Your responsibilities

• Receive and respond to phone calls and service requests (SR) from end users, ensuring accurate registration and documentation.
• Troubleshoot and resolve SRs utilizing knowledge of Volvo business applications, personal expertise, knowledge base resources, vendor literature, and collaboration with team members.
• Escalate and transfer SRs to relevant Support Groups (SG) as needed, maintaining comprehensive follow-up and tracking.
• Keep users informed of the progress and status of their SRs, ensuring transparent communication and high customer satisfaction.
• Engage directly with customers and users from Sweden, Finland, Norway, and Denmark via phone and email.
• Solve technical and business-related issues impacting Volvo Dealer and Workshop applications.
• Adhere to established DS rules, procedures, ITIL guidelines, and best practices in registering, closing, monitoring, and following up on service requests.
• Take ownership of team SRs, contributing to collective goals and operational excellence as a member of the Global DS Organization.

Our requirements

• Proven IT helpdesk experience, with hands-on knowledge of ticketing tools (preferably ITSM).
• Fluency in Dutch, English, and Polish (C2 level/native required; C1 acceptable in exceptional cases).
• Strong analytical and troubleshooting skills, with a demonstrated ability to resolve complex technical issues.
• Exceptional soft skills, including conflict resolution and de-escalation abilities.
• Willingness to support customers and thrive in a high-pressure, customer-facing environment.
• Familiarity with ITIL frameworks and best practices.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Optional

• Prior experience supporting business applications in automotive or industrial domains is advantageous.
• Certifications in ITSM, ITIL, or related fields are preferred.
• Multicultural and international work experience is a plus.

What we offer

• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses

Benefits

Career Development Opportunities: