Global Service Desk Engineer — EU/APAC IT Support

Proactive Global; Veghel; On-site; EUR 40,000 - 56,000; Full time

Job summary

Proactive Global in Veghel, Netherlands, is seeking a Service Desk Engineer for EU/APAC 1st-line support. You will be the first point of contact for customers, log incidents, perform initial analysis and escalate when needed.

This role offers exposure to international environments, collaboration with technical teams, and opportunities to improve service desk processes while delivering reliable IT support to diverse clients.

Qualifications

• MBO-4 or HBO level working and thinking capability, or equivalent experience.
• Experience in or affinity with IT environments.
• A customer-first approach with strong communication skills.
• Experience managing multiple incidents or technical issues simultaneously.
• Familiarity with ITIL principles and methodologies.
• Good command of Dutch and English, both written and spoken.

Responsibilities

• Act as the first point of contact for customer incidents, service calls and requests.
• Register and accurately document incidents within the ticketing system.
• Perform initial technical analysis and resolve issues where possible.
• Coordinate with internal technical specialists on more complex issues.
• Take end-to-end ownership of incidents through to resolution.
• Monitor progress and keep customers informed throughout the process.
• Escalate complex or unresolved issues appropriately.
• Support the Problem Management process and identify recurring issues.
• Prepare and participate in regular Incident, Problem and Change calls.
• Initiate trouble tickets and contribute to root cause analysis.
• Support the development and maintenance of knowledge bases, FAQs, documentation and how-to guides.
• Monitor issues awaiting change implementation.
• Help improve Service Desk processes and create more efficient ways of working.
• Coordinate effectively across multiple technical and operational teams.

Skills

ITIL

Dutch

English

Customer service

Multi-incident handling

Communication

Problem solving

Education

MBO/HBO level qualification

Job description

Proactive Global in Veghel, Netherlands, is seeking a Service Desk Engineer for EU/APAC 1st-line support. You will be the first point of contact for customers, log incidents, perform initial analysis and escalate when needed.

This role offers exposure to international environments, collaboration with technical teams, and opportunities to improve service desk processes while delivering reliable IT support to diverse clients.