A water and wastewater organisation uses digital services to support water treatment, sewerage, innovation and energy-transition activities. As a Service Desk Officer, you will provide first-line support and second-line support to 1,450 employees and external partners, combining user-facing troubleshooting with laptop hardware and software support for Microsoft Windows 11 and Office 365 in a six-person Digital Service Desk.
The mission
The Digital Service Desk is the first point of contact for service desk support for 1,450 employees and external partners. The team comprises one manager and five Digital Service Desk Officers, working to agreed service levels. Requests are logged in TOPdesk through the ticketing service or by email, with telephone and helpdesk-counter support for urgent or in-person queries. The application landscape includes Microsoft Windows 11 and Office 365, alongside SAP following the transition from AS400, while some AS400 processes remain active.
Your day-to-day role covers the resolution of user incidents and requests from initial registration through to closure. You will rotate with colleagues between telephone and helpdesk-counter coverage during the morning and afternoon service periods, while continuing to process tickets. You will also install Windows 11 laptops for new starters and employees replacing outdated devices. Your work connects the Digital Service Desk with the Digital Systems and Digital Infrastructure teams when an issue requires further investigation or specialist intervention.
Your responsibilities
- Resolve first-line and second-line support requests for employees and external partners, meeting agreed service levels.
- Diagnose laptop hardware faults, Windows 11 incidents and Office 365 issues, restoring users' access to their tools and devices.
- Install and configure Windows 11 laptops for new starters and replacement users.
- Manage tickets in TOPdesk by recording accurate information, prioritising requests, documenting solutions and confirming closure.
- Provide clear support by telephone, email and at the helpdesk counter, adapting explanations to the user's technical knowledge.
- Coordinate escalations with Digital Systems and Digital Infrastructure and maintain clear handovers within the service desk team.
Your profile
Essential skills
- Bring medior-level experience in an IT service desk or user support role, with ownership of incidents from registration to resolution.
- Deliver first-line support and second-line support in a structured environment with defined service levels.
- Diagnose and resolve laptop hardware problems, including device setup and replacement-related issues.
- Configure and troubleshoot Microsoft Windows 11 on user laptops.
- Support Office 365 users with common application, access and configuration questions.
- Work accurately with TOPdesk or a comparable IT ticketing system.
- Communicate calmly and clearly with users, colleagues and specialist IT teams.
Preferred skills
- Support users or business applications in SAP, with awareness of processes that still run on AS400.
Languages
- Dutch: C1, suitable for the team's working language and routine employee communication.
- English: B1, sufficient for occasional support requests.