Service Desk Employee 2026-DCS-0031
Key Skills
Job Description
About The Job Service Desk Employee 2026-DCS-0031Service Desk Employee Location: Apeldoorn, Netherlands Start Date: 21 October 2026 Hours: 40 hours per week Scale: 6 Work Arrangement: On-site for the first 3 months; hybrid possible afterward based on performance Commute: Maximum 50 minutes Role 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. Requirements 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. Important Conditions Onboarding starts 21 October 2026 and this date cannot be changed. No holidays during the first 6 weeks of onboarding; preferably none during the first 12 weeks. Work is fully on-site during the first 3 months. Candidates must be able to commute to Apeldoorn within 50 minutes. CV must be maximum 5 pages, in Word format, without tables or columns. CV must include both month and year for employment periods. Personal motivation is required. The required expertise reading guide must clearly explain the candidate's experience and include page references to the CV.
Core Responsibilities
Provide first-line ICT support to end users via phone, chat, and written channels. Register, analyze, and resolve technical incidents and service requests while escalating complex issues to appropriate teams.
Requirements
Requires a minimum MBO-4 ICT diploma, ITIL 4 certification, and at least 6 months of first-line IT service desk experience. Proficiency in Windows 11 and experience with service desk tools like ServiceNow 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.