Service Desk Support Engineer

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

Service Desk Engineer | EU/APAC - Veghel, Netherlands

Are you a customer-focused IT professional who enjoys solving technical issues in a fast-paced, international environment?

We are supporting a global warehouse automation and logistics technology company that designs and delivers large-scale automated systems for some of the world’s leading airports, warehouses, parcel hubs and distribution centres.

As the organisation continues to operate across multiple international markets, we are looking for a Service Desk Engineer to join its EU/APAC 1st-line Service Desk team.

The role

As a Service Desk Engineer, you will be the first point of contact for customers, taking ownership of service calls, incidents and service requests from initial registration through to resolution.

You will work closely with customers, technical specialists and contract managers, ensuring issues are accurately logged, analysed and progressed efficiently.

Your responsibilities will include:

• Acting as the first point of contact for customer incidents, service calls and requests
• Registering and accurately documenting incidents within the ticketing system
• Performing initial technical analysis and resolving issues where possible
• Coordinating with internal technical specialists on more complex issues
• Taking end-to-end ownership of incidents through to resolution
• Monitoring progress and keeping customers informed throughout the process
• Escalating complex or unresolved issues appropriately
• Supporting the Problem Management process and identifying recurring issues
• Preparing and participating in regular Incident, Problem and Change calls
• Initiating trouble tickets and contributing to root cause analysis
• Supporting the development and maintenance of knowledge bases, FAQs, documentation and how-to guides
• Monitoring issues awaiting change implementation
• Helping improve Service Desk processes and creating more efficient ways of working
• Coordinating effectively across multiple technical and operational teams

What we're looking for

We're looking for someone who combines strong customer service skills with a genuine interest in technology and problem solving.

• MBO-4 or HBO-level working and thinking capability, or equivalent experience
• Experience in or strong affinity with IT and technical environments
• A customer-first approach with strong communication skills
• Experience managing multiple incidents or technical issues simultaneously
• Strong organisational and prioritisation skills
• A proactive approach to problem solving
• An analytical mindset with good attention to detail
• Familiarity with ITIL principles and methodologies
• Good command of Dutch and English, both written and spoken

Why this opportunity?

You'll join an international technology environment where Service Desk teams play a critical role in keeping large-scale automated systems operating effectively.

The role offers exposure to complex technical environments, international customers and multidisciplinary teams, with genuine opportunities to contribute to service improvement rather than simply closing tickets.

The perfect candidate

You're someone who enjoys being the person customers can rely on when something isn't working.

You communicate clearly, stay calm when managing multiple issues, take ownership rather than simply passing problems on, and naturally look for ways to make processes better.

If you have a strong technical foundation, a customer-focused mindset and enjoy working at the intersection of customers, technology and technical teams, we'd like to hear from you.

Location: Netherlands

Area: IT Service Desk / Technical Support / ITIL / Problem Management