L1 Service Desk Engineer

Youre the kind of person who likes order in chaos tickets logged clients informed nothing falling through the cracks.

Join iO as our dedicated L1 Service Desk Engineer and become the operational backbone of our Shared Service Desk for digital client operations.

What youll do:

Act as single point of contact for all support requests during standard office hours

Handle intake triage and routing of incidents across multiple iO digital clients

Manage tickets through Jira and Azure DevOps ensuring quality and SLA compliance

Communicate proactively with clients - from acknowledgements to resolution updates

Work with our AI Operations Assistant (Bonzai) to navigate client documentation and procedures

Fluent English communication - youll be the voice of our digital client operations

Proficiency with ticketing systems (Jira/Azure DevOps) and Confluence

Comfortable working with AI tools for documentation and procedures

Basic understanding of ITIL incident management and web applications

Service-oriented mindset with structured approach to problem-solving

Ability to stay calm under pressure and handle multiple clients simultaneously

Nice to have:

• Experience in managed services environments familiarity with Umbraco/Sitecore/HubSpot/Azure/AWS Dutch language skills

• This isnt a hands-on technical role - youll be the expert at connecting the right people with the right problems using documented processes and AI assistance to deliver exceptional digital client service.

Whats in it for you

• 26 days of vacation days

Based on a 40-hour work week you have 26 days of paid leave.

• Additional Health And Dental Insurance

Covering patient and outpatient care health and dental care reimbursement of costs for prescribed medicines pregnancy and birth coverage.

• Hybrid working

A good work-life balance is super important. Together with your team youll decide when and where you work.

• Healthy office snacks and specialty coffee

At our campus we provide fresh fruits healthy snacks and specialty coffee beverages throughout the day.

• Personal training budget

Each year youll get a budget of 3000 to develop yourself in your profession or as a person through training events or courses.

• Celebrating together

If theres something to celebrate we know how to party! From time to time the party team at your campus will organise the best (theme) parties.

Questions about this position

Hi! Im Elena Recruiter at iO and Im here to answer all your questions. Whats on your mind

Send an email to or contact me via