Service desk employee 2026-dcs-0031

We are looking for 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 technical and functional incidents and service requests, aiming for a high first-contact resolution rate. 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/error databases to troubleshoot issues.
• Monitor incidents and adjust priorities when 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.

• ITIL 4 certification from PeopleCert - mandatory unless the candidate has substantial experience on a large-scale service desk.
• 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 service desk management tools such as ServiceNow.
• Knowledge of Windows, macOS, and Linux should be clearly stated in the CV, preferably rated from 1-10.

Preferred Skills

• Knowledge of IBM Notes and Microsoft 365.
• Experience with mobile telephony and online meeting tools.
• Knowledge of Linux.
• Experience with virtual environments such as Workspace ONE.
• AB900 certification is an advantage.
• HBO ICT working/thinking level or diploma.

Personal Skills

• Customer-oriented and service-minded.
• Stress-resistant and analytical.
• Strong verbal and written communication skills.
• Team player with a proactive attitude.
• Able to explain technical issues clearly to end users.
• Independent and able to recognize dependencies with colleagues and third-line support teams.