IT Service Desk Engineer

About the Role

This role is Rotterdam based. You must be based close to the office location.

Dutch and English Fluency required.

We are looking for a proactive and customer-focused IT Service Desk Engineer to join our EMEA IT team, based in Rotterdam. Acting as the first point of contact for IT support across the region, you’ll play a key role in delivering high-quality technical services and ensuring an excellent user experience.

This role is ideal for someone with a solid foundation in IT support who is keen to grow in a fast-paced, international environment while working within ITIL-aligned processes and modern service management tools.

What You’ll Be Doing

Incident & Request Management

• Provide 1st and 2nd line support across hardware, software, and network issues
• Log, troubleshoot, and resolve tickets using Jira Service Management (JSM)
• Ensure timely resolution in line with agreed SLAs

User Access & Identity Management

• Manage joiners, movers, and leavers (JML processes)
• Ensure compliance with security policies and SOX requirements

Device & Endpoint Management

• Provision, configure, and maintain laptops, desktops, and mobile devices
• Support patching, vulnerability management, and compliance activities

Collaboration Tools Support

• Troubleshoot issues across Microsoft 365, VoIP, Citrix, and enterprise applications

Knowledge & Continuous Improvement

• Maintain and enhance knowledge base articles
• Identify opportunities for automation and process optimisation

Escalation & Coordination

• Escalate complex issues to specialist teams and ensure smooth resolution
• Collaborate with IT teams across EMEA

What We’re Looking For

Essential Skills & Experience

• 1–3 years’ experience in an IT service desk or support role
• Strong knowledge of:
  • Windows 10/11
  • Active Directory
  • Microsoft 365
• Familiarity with ITSM tools (ideally Jira Service Management)
• Understanding of ITIL principles
• Excellent troubleshooting and customer service skills
• Ability to prioritise tasks and perform under pressure

Nice to Have

• ITIL Foundation certification
• Experience with Citrix, VoIP systems, or endpoint management tools
• Exposure to compliance frameworks such as ISO or SOX

How Success is Measured

• SLA adherence for incidents and service requests
• High customer satisfaction (CSAT) scores
• Strong first-contact resolution rates
• Contribution to and use of knowledge base content

Why Join Us

• Work in a dynamic, international environment across EMEA
• Be part of a team driving service excellence and continuous improvement
• Opportunity to grow your career within a structured ITIL-based organisation
• Exposure to modern enterprise tools and technologies

If you’re passionate about delivering exceptional IT support and want to make a real impact in a growing organisation, we’d love to hear from you.

Apply now and be part of our IT journey across EMEA.