IT Service Desk Officer

• Candidate MUST be introduced exclusively, can't have any other processes running during proposal;
• Candidate MUST live within an hour of the DLL office;
• Completed vocational (MBO) or bachelor’s education in IT or a comparable field
• Strong customer focus with a service-oriented mindset
• Basic understanding of IT processes (ITIL), Lean, and related technologies
• Excellent verbal and written communication skills in Dutch and English
• Microsoft Windows 11 and M365 support skills

The IT Service Desk Officer provides front line support to our Global DLL community through the Service Desk located in Eindhoven. The IT Service Desk is a skilled Service Desk with a high percentage of 1st call resolution. You will perform root cause and metrics analysis on incoming customer issues with a goal of identifying trends. You are expected to manage the communication process for incidents and issues out to the greater DLL organization. You will engage other Service teams as required to ensure timely resolution of incoming customer issues.

Day to day

• Act as the primary point of contact for IT-related inquiries via the IT Service Desk
• Local IT support Analyse service desk metrics to identify trends, risks, and improvement opportunities
• Resolve and coordinate incidents and service requests.
• Proactively identify and recommend measures to prevent recurring issues and improve system stability
• Communicate incidents, problems, and outages promptly and clearly to IT customers
• Coordinate with internal IT service teams to ensure efficient issue resolution

You are

• Team-oriented and collaborative
• Flexible with working hours
• Experienced in customer interaction (Counter desk, telephone and written communication)
• Quality-driven, results-oriented, and proactive
• Comfortable working in a fast-paced, open environment
• Fluent in English and Dutch in speech and writing