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# Service desk employee 2026-dcs-0031

- **Company:** ITProposal
- **Location:** Apeldoorn, Netherlands
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Databases, Linux, IBM Notes, Workspace ONE, Virtual Environment, Servicenow
- **Published:** November 11, 2026
- **Apply:** https://nl.talent.com/redirect?id=637619412339338134&source=vacant&utm_medium=xml&utm_campaign=marketing&utm_product=vacantnew_bulk&oapply=org_v2026-11&puid=edaaaddddda9addabddf9dd7eddcaddfadaebddd9ddd9dd7bdddadddbda8addfcddd9ddcbea3addffddgaed2dddgaddgfddgaddgaddg9ddg6ed3gc9bbb9b3bee3ee33def3de93de73dedgdd9gddefddg3def3debgdd73ee33de93deg3ee33ee33deg3ee33ee33ee33ee33ee33ee3&pos=4&xml_batch_generation_id=f679eb37-fb40-405f-9635-3c2fa89ccdce&falcon=1&pid=a145cbbc22c0&bpid=501351a5bc58a56e47e6a9e49ee1a041

## About the Role

* 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.

## Description

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.