Service Desk Employee (First-Line ICT Support)

About the role

Itproposal is looking for a Service Desk Employee in Apeldoorn to provide first-line ICT support to end users by phone, chat and written channels. The role involves registering, analysing, prioritising and resolving technical and functional incidents and service requests, with the aim of a high first-contact resolution rate. Onboarding starts on 21 October 2026, which cannot be changed.

Key responsibilities

• Provide telephone and written ICT support to end users.
• Register, analyse, prioritise 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.

Required profile

• ITIL 4 certification from PeopleCert, mandatory unless the candidate has substantial experience on a large-scale service desk.
• Minimum MBO-4 ICT diploma; HBO ICT working/thinking level or diploma preferred.
• At least 6 months of telephone support experience on a first-line IT Service Desk.
• Ability to commute to Apeldoorn within 50 minutes.
• Customer-oriented, stress-resistant and analytical, with strong verbal and written communication skills.

Required skills

• Good knowledge of Windows 11.
• Experience with service desk management tools such as ServiceNow.
• Knowledge of Windows, macOS and Linux, preferably rated 1-10 in the CV.
• Preferred: IBM Notes, Microsoft 365, mobile telephony and online meeting tools, Linux, Workspace ONE, AB900 certification.

Working conditions: 40 hours per week, scale 6, on-site for the first 3 months then hybrid possible depending on performance. No holidays during the first 6 weeks of onboarding, and work is fully on-site for the first 3 months. The CV must be maximum 5 pages, in Word format, without tables or columns, and include personal motivation.