Functieomschrijving
ICT Service Desk Employee Role Overview
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.
Key Responsibilities- 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 1–4 days onsite per month
- Service hours: 07:30–17:00
- On-call: Approximately twice per year