IT Service Desk Analyst

An experienced IT Service Desk Analyst is sought to join an IT Service Desk team. In this role, you will provide first-line IT support to users across an organization, troubleshoot technical issues, manage incidents and service requests, and work closely with other IT teams to deliver timely and effective solutions. This is an excellent opportunity for a customer-focused IT professional with strong Windows 11 and Microsoft 365 experience who enjoys working in a fast-paced service environment.

What you will do.

• Act as the first point of contact for IT-related questions, incidents, and service requests.
• Provide first-line and local IT support to end users.
• Troubleshoot issues related to Windows 11 and Microsoft 365.
• Log, prioritize, manage, and follow up on incidents and service requests.
• Resolve issues at first contact whenever possible.
• Perform basic root-cause analysis and identify recurring issues.
• Analyze Service Desk metrics to identify trends and opportunities for improvement.
• Communicate IT incidents, problems, and outages clearly to users.
• Collaborate with internal IT and Service teams to ensure timely issue resolution.
• Contribute to continuous improvement of IT Service Desk processes and customer experience.

What they ask

• Minimum 2 years of experience in IT Service Desk, Helpdesk, or IT Support.
• MBO 4 or Bachelor’s degree in IT or a comparable field.
• Hands-on experience with Microsoft Windows 11 and Microsoft 365.
• Basic knowledge of ITIL, Lean, and IT Service Management processes.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Fluent in Dutch and English, both spoken and written.
• Experience supporting users via phone, email, and/or service desk.
• Team-oriented, proactive, flexible, and quality-focused mindset.