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# IT Helpdesk (Automation) Specialist / Servicedeskmedewerker ICT

- **Company:** Logisnext Europe B.V.
- **Location:** Enschede, Netherlands
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Microsoft Online Services, Dynamic Host Configuration Protocol, Domain Name System (DNS), Subnetting, Knowledge Management, Networking Basics, ServiceNow IT Service Management, User Administration
- **Published:** July 22, 2026
- **Apply:** https://nl.indeed.com/viewjob?jk=ecef88d997e4a8ad

## About the Role

* Minimum two years of experience in IT Service Desk or IT Helpdesk role
 * 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 opportunities
 * Proven ability to collaborate with other IT teams and business stakeholders
 * Proactive, structured, and improvement-oriented mindset
 * Fluent in Dutch and English
 * A valid driving licence.

## Description

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., * Provide end-user 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.


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