IT Helpdesk (Automation) Specialist / Servicedeskmedewerker ICT

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.

• 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.

• In total 2100 international colleagues and a diversity of cultures
• A 37.5 hour-working week
• 27 holidays and a max. of 5 days extra (assigned by management) based on a full-time employment
• Performance-driven bonus scheme
• Learning and development opportunities
• Very diverse and international organization, with several entities in Europe and the parent company in Japan.

Logisnext is a world-leading provider of logistics and materials handling solutions matched to both local and trans global customer. Logisnext Europe (LNE) offers materials handling and logistics customers a comprehensive range of state-of-the-art forklifts, warehouse equipment and AGV (automated guided vehicle) solutions, along with racking, IoT (Internet of Things) systems and tailored packages of customer-focused services. These are marketed under the Mitsubishi Forklift Trucks, Cat® Lift Trucks, Rocla and TCM banners. The brands are supplied through separate networks to appeal to different customer categories and to satisfy their particular requirements.