ICT Service Desk Employee 10097035/10804
Work Arrangement
Office Days per Week: 1 day
Key Skills
Job Description
About the job ICT Service Desk Employee 10097035/10804ICT Service Desk Employee Role Overview We are looking for an ICT Service Desk Employee to provide professional first-line IT support to users. You will investigate and resolve incidents, provide clear communication, and ensure issues are properly documented and followed up. Key Responsibilities Provide first-line IT support via telephone, service portal, and ITSM systems. Register, analyse, and resolve incidents, service requests, and changes. Troubleshoot Windows 11, Microsoft 365, network, VPN, and Wi-Fi issues. Escalate complex issues to second-line teams while monitoring their progress. Communicate clearly and professionally with technical and non-technical users. Document incidents, actions, solutions, and knowledge articles accurately. Identify recurring issues and suggest improvements to processes and service delivery. Prepare and update manuals, work instructions, and reports. Support information security practices such as MFA, phishing awareness, and password policies. Requirements HBO-level working and thinking ability. Preferably an ICT-related education. At least 1 year of experience in an IT Service Desk, Help Desk, or similar user-facing role. Good knowledge of Windows 11 and Microsoft 365. Basic knowledge of Microsoft Entra ID and/or Active Directory. Basic understanding of networks, VPN, and Wi-Fi. Experience with ITSM systems. Knowledge of information security principles. Excellent Dutch, spoken and written. Customer-focused, analytical, proactive, accurate, and able to work under pressure. Nice to Have Knowledge of Microsoft Intune. ITIL Foundation, MS-900, AZ-900, or SC-900 certification. Assignment Location: The Hague, Netherlands Hours: 36 hours/week Work model: Hybrid, approximately 1–4 days onsite per month Service hours: 07:30–17:00 On-call: Approximately twice per year
Core Responsibilities
Provide first-line IT support by registering and resolving incidents, service requests, and changes via telephone and service portals. Troubleshoot technical issues across Windows 11 and Microsoft 365 while documenting solutions and escalating complex cases.
Requirements
Requires HBO-level thinking ability, preferably with an ICT-related education and at least one year of experience in a service desk role. Proficiency in Windows 11, Microsoft 365, and excellent Dutch language skills are essential.
About ITproposal
Industry: IT Services and IT Consulting
Company size: 501-1,000 employees
ITproposal is the bridge between strategy and technology. Since 2019, we have helped mid-market organisations across the Benelux get IT that simply works: service desk, IT staffing, managed IT, cybersecurity and cloud, directed locally and delivered globally, 24/7. With offices in the Netherlands, Belgium and Turkey, and more than 150 clients, we combine the strength of a large team with the speed of a small, agile partner. We are large enough to deliver and small enough to move quickly. We don't just write the plan, we carry it out, with short lines to the people doing the actual work. From first-line support to strategic advice, we cover fourteen services under one point of contact and one SLA, so you no longer have to manage five different suppliers to keep your IT running: • IT Service Desk: one number for all your staff, so your internal team can focus on projects instead of password resets • IT Staffing: specialists up and running within weeks, without recruitment risk or fixed costs • Managed IT Services: 24/7 monitoring so incidents get resolved before users even notice • Cybersecurity: strategy, tooling and demonstrable NIS2 and DORA readiness • Cloud Services: migration, management and cost control in Azure, Microsoft 365 and AWS • Managed Network, IT Consultancy, Wi-Fi Analysis and more Retail is our core sector: we know till systems, branch connectivity and uptime during peak hours inside out. We also support healthcare, transport & logistics, education, industry & manufacturing, professional services and hospitality, each with its own systems, peaks and risks. Curious how we can take the pressure off your IT? Book a no-obligation introduction and let's see where the biggest gains are, strategically and technically. We work with technology partners including Microsoft, Dell, HPE, Cisco and VMware.