ICT Service Desk Employee

Role Overview

We are looking for an ICT Service Desk Employee to provide professional first-line IT support to users. You will investigate and resolve incidents, provide clear communication, and ensure issues are properly documented and followed up.

Key Responsibilities

• Provide first-line IT support via telephone, service portal, and ITSM systems.
• Register, analyse, and resolve incidents, service requests, and changes.
• Troubleshoot Windows 11, Microsoft 365, network, VPN, and Wi-Fi issues.
• Escalate complex issues to second-line teams while monitoring their progress.
• Communicate clearly and professionally with technical and non-technical users.
• Document incidents, actions, solutions, and knowledge articles accurately.
• Identify recurring issues and suggest improvements to processes and service delivery.
• Prepare and update manuals, work instructions, and reports.
• Support information security practices such as MFA, phishing awareness, and password policies.

Requirements

• HBO-level working and thinking ability.
• Preferably an ICT-related education.
• At least 1 year of experience in an IT Service Desk, Help Desk, or similar user-facing role.
• Good knowledge of Windows 11 and Microsoft 365.
• Basic knowledge of Microsoft Entra ID and/or Active Directory.
• Basic understanding of networks, VPN, and Wi-Fi.
• Experience with ITSM systems.
• Knowledge of information security principles.
• Excellent Dutch, spoken and written.
• Customer-focused, analytical, proactive, accurate, and able to work under pressure.

Nice to Have

• Knowledge of Microsoft Intune.
• ITIL Foundation, MS-900, AZ-900, or SC-900 certification.

Assignment

• Location: The Hague, Netherlands
• Hours: 36 hours/week
• Work model: Hybrid, approximately 1–4 days onsite per month
• Service hours: 07:30–17:00
• On-call: Approximately twice per year