Help Desk Agent

We are looking for several Help Desk Agents on behalf of and in support of our client our client based in The Hague, The Netherlands. This position is intended to be filled on a 100% off-site basis from anywhere within the EU (remote Service Desk).

Our client is a major European organization operating in a complex, multi-site environment. Its IT department plays a key role in maintaining and evolving systems that support business processes, collaboration, and innovation.

Please note, the successful candidate will be employed by ATG Europe (or one of its subsidiaries). Furthermore, upon selection, they will be subject to a general security screening performed by an external provider (further information will be provided at interview stage).

The successful candidate will be tasked with, but not limited to:

• Address user inquiries via phone, email, or ticketing systems;

• Diagnose and resolve basic hardware, software, and network issues;

• Assist with resetting passwords, unlocking accounts, and managing user access;

• Guide users through the installation and setup of software applications;

• Maintain detailed records of issues and solutions in the help desk ticketing system;

• Identify when issues require more advanced support and escalate accordingly;

• Keep an eye on system alerts and notify the appropriate teams;

• Use remote access tools to assist users with technical problems;

• Offer basic training or guidance to users on common software and hardware;

• Contribute to the creation and maintenance of troubleshooting guides and FAQs.

• IT-related education or previous experience resolving IT-related issues or working with IT systems;

• Strong troubleshooting skills to systematically identify and resolve technical issues;

• Experience in customer-facing roles, demonstrating excellent customer service skills;

• Familiarity with Windows and iOS Operating Systems;

• Understanding of common networking basics and issues;

• Proficiency in Microsoft Office;

• Experience with ticketing systems like ServiceNow;

• Knowledge of basic End User hardware and peripherals;

• Understanding of basic security measures, such as multi-factor authentication and antivirus tools;

• Ability to analyze and solve technical issues efficiently;

• Knowledge of common enterprise tools (e.g., VPN, email clients, collaboration tools);

• Proven experience in an international environment;

• Clear and patient communication, both written and verbal, to guide users through resolutions;

• Focus on delivering a positive user experience;

• Ability to prioritize and manage multiple support tickets simultaneously;

• Flexibility in learning new technologies and handling different types of issues;

• Working effectively with other IT professionals and departments;

• Accuracy in documenting issues and following up on tasks;

• Candidates must be eligible to live and work in the EU;

• Fluency in English, both written and spoken;

• Knowledge of French and/or German is an asset.

Please submit your application in English via the apply button below. Applications submitted in other languages will not be considered.

Relocating from abroad? We offer attractive relocation assistance, including temporary accommodation and a relocation budget, to help you make a smooth transition. Eligibility criteria apply.

Today, ATG Europe is recognized as a leading provider of specialized engineering, scientific and technical services to the European Space, Big-Science, and high-tech industry. Our headquarters are located in Noordwijk, the Netherlands and we have subsidiaries in Germany, Ireland, Spain, Italy, and the UK. Besides these countries, ATG also operates in France, Czech Republic, Sweden, Norway, and Belgium.