IT Helpdesk Process Analyst

Logisnext Europe; Enschede; On-site; EUR 42,000 - 58,000; Full time

Benefits offered by this job

Learning and development opportunities

International organization with cross-

Diversity of cultures

Job summary

Logisnext Europe is seeking an IT Helpdesk Process Specialist based in Enschede to lead the transition toward an AI-driven IT support model. You will analyze recurring issues, build knowledge base content, and support automation and AI-driven capabilities while continuing to assist end-users during the transformation.

You will collaborate with IT teams, implement ITSM best practices, and drive continual service improvement.

Qualifications

• Minimum three years of experience in IT Service Desk or related role.
• Solid understanding of Microsoft ecosystem (Windows, Microsoft 365, Entra ID / Active Directory).
• Hands-on experience with user account management and IT ticketing systems.
• Understanding of networking fundamentals (IP, DNS, DHCP and subnetting).
• Strong analytical mindset to identify trends and recurring issues.
• Experience in analysing incidents and identifying root causes of recurring problems.
• Good understanding of IT Service Management processes and best practices.
• Knowledge of ITIL v4 principles; ITIL v4 Foundation is preferred.
• Ability to create structured, reusable, and high-quality documentation.
• Interest in knowledge management, automation, AI, and continual service improvement.
• Proven ability to collaborate with other IT teams and stakeholders.
• Proactive, structured, improvement-oriented mindset.
• Very good Dutch and English.
• A valid driving licence.

Responsibilities

• Provide end-user IT support during the transition to AI-enabled service delivery.
• Analyse incidents and identify root causes of recurring issues.
• Create and maintain structured, reusable, and AI-ready documentation.
• Identify improvement and automation opportunities within IT support processes.
• Collaborate with Digital Engineering and other IT teams to eliminate recurring issues.
• Support the implementation and adoption of ITSM best practices.
• Drive continuous improvement initiatives and support the digital transformation roadmap.

Skills

IT Helpdesk

Analytical mindset

Microsoft ecosystem

User account management

IT ticketing systems

Networking fundamentals

ITIL v4 knowledge

Documentation

Automation interest

Collaboration with IT teams

Dutch & English

Driving licence

Job description

Logisnext is a world-leading provider of logistics and materials handling solutions matched to both local and trans global customer. Logisnext Europe (LNE) offers materials handling and logistics customers a comprehensive range of state-of-the-art forklifts, warehouse equipment and AGV (automated guided vehicle) solutions, along with racking, IoT (Internet of Things) systems and tailored packages of customer-focused services. These are marketed under the Mitsubishi Forklift Trucks, Cat® Lift Trucks, Rocla and TCM banners. The brands are supplied through separate networks to appeal to different customer categories and to satisfy their particular requirements.

Do you want to learn more about our company and our products?

Please, visit our website: https://logisnext.eu/

IT Helpdesk Process Specialist, based in Enschede.

The role

Reporting to the IT Service Desk Manager, you will play a key role in the transition towards an AI-driven IT support model. While continuing to support end-users during the transformation phase, your primary focus will be on analysing recurring issues, improving service quality, building knowledge base, and supporting the gradual introduction of automation and AI-driven capabilities. The role contributes to the future AI-driven support model by creating AI-ready knowledge, identifying improvement opportunities, and applying a 'Fix Once, Remediate Forever' approach to reduce incidents and improve the overall user experience.

Key responsibilities

• Provide end-user IT support during transition to AI-enabled service delivery
• Analyse incidents and identify root causes of recurring issues
• Create and maintain structured, reusable, and AI-ready documentation
• Identify improvement and automation opportunities within IT support processes
• Collaborate with Digital Engineering and other IT teams to eliminate recurring issues
• Support the implementation and adoption of ITSM best practices
• Drive continuous improvement initiatives and support the digital transformation roadmap.

About you

• Minimum three years of experience in IT Service Desk, IT Helpdesk Improvement Analyst, IT Coordination role, or similar
• Solid understanding of the Microsoft ecosystem (Windows, Microsoft 365, Entra ID / Active Directory)
• Hands‑on experience with user account management and IT ticketing systems
• Understanding of networking fundamentals (IP, DNS, DHCP and subnetting)
• Strong analytical mindset with an ability to identify trends, patterns and recurring issues
• Experience in analysing incidents and identifying root causes of recurring problems
• Good understanding of IT Service Management processes and best practices
• Knowledge of ITIL v4 principles and IT Service Management methodologies
• ITIL v4 Foundation certification is preferred
• Ability to create structured, reusable, and high-quality documentation
• Interest in knowledge management, automation, AI, and continual service improvement
• Ability to identify repetitive activities and suggest improvement or automation opportunitiesProven ability to collaborate with other IT teams and business stakeholders
• Proactive, structured, and improvement-oriented mindset
• Very good Dutch and English
• A valid driving licence.

What we offer?

• In total 2100 international colleagues and a diversity of cultures
• A 37.5 hour-working week
• 27 holidays and a max. of 5 days extra (assigned by management) based on a full-time employment
• Learning and development opportunities
• Very diverse and international organization, with several entities in Europe and the parent company in Japan.

Please, note:

• we do not sponsor visas and we can only consider candidates already living in the Netherlands;
• salary brackets for this role will be discussed with the applicants selected for interviews;
• we may process personal data that is considered sensitive, such as conducting background checks, including Certificate of Good Conduct (VOG), for successful candidates.