Service Desk Pro: Hybrid First-Line ICT Support

Itproposal; Apeldoorn; On-site; EUR 30,000 - 42,000; Full time

Job summary

Itproposal in Apeldoorn, Netherlands is seeking a Service Desk Employee to provide first-line ICT support to end users by phone, chat, and written channels. You will register, analyze, prioritize, and resolve incidents and service requests, aiming for a high first-contact resolution rate.

On-site for the first 3 months, with hybrid work possible afterward based on performance. Must be able to commute within 50 minutes.

Qualifications

• ITIL 4 certification from PeopleCert is mandatory unless substantial large-scale service desk experience.
• Minimum MBO-4 ICT diploma.
• Good knowledge of Windows 11.
• At least 6 months of telephone support experience on a first-line IT Service Desk.
• Experience with ServiceNow.

Responsibilities

• Provide telephone and written ICT support to end users.
• Register, analyze, prioritize, and resolve incidents and service requests.
• Use service desk applications and knowledge bases to troubleshoot issues.
• Monitor incidents and adjust priorities as required.
• Escalate complex issues to the appropriate support teams.
• Communicate clearly with users and colleagues.
• Contribute to knowledge sharing and continuous improvement of the Service Desk.

Skills

Customer-oriented

Stress-resistant

Analytical

Verbal communication

Written communication

Windows knowledge

Linux knowledge

macOS knowledge

Education

MBO-4 ICT diploma

HBO ICT diploma

Tools

ServiceNow

Workspace ONE

IBM Notes

Microsoft 365

Job description

Itproposal in Apeldoorn, Netherlands is seeking a Service Desk Employee to provide first-line ICT support to end users by phone, chat, and written channels. You will register, analyze, prioritize, and resolve incidents and service requests, aiming for a high first-contact resolution rate.

On-site for the first 3 months, with hybrid work possible afterward based on performance. Must be able to commute within 50 minutes.