ICT Service Desk Employee

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.

• 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.

• 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.

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

• Location: The Hague Netherlands
• Hours: 36 hours/week
• Work model: Hybrid approximately 14 days onsite per month
• Service hours: 07:3017:00
• On-call: Approximately twice per year