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Inspired Thinking Group

End-to-end marketing services with automation

ICT-servicedeskmedewerker

IT Service Desk & End User SupportUpdated on Nov 10
Full-timeUtrecht, NetherlandsNo salary listedHybrid

About the Job

Requirements

  • Experience with both Mac and Windows operating systems.
  • Good knowledge of Microsoft 365, Exchange, and Entra ID.
  • Experience with MDM platforms such as Kandji, Intune, NinjaOne, or comparable solutions.
  • Basic knowledge of networking, including TCP/IP, DNS, and VPN.
  • Experience diagnosing hardware and troubleshooting laptops, desktops, and peripherals.
  • Strong communication and customer-service skills, patience and empathy when supporting users, analytical and problem-solving skills, and the ability to work under pressure while managing multiple priorities.
  • Willingness to continuously learn new technologies and adapt to change.

Responsibilities

  • Provide first- and second-line technical support by phone, email, and in person.
  • Investigate and resolve hardware, software, and application issues; support users in Mac and Windows environments; resolve Microsoft 365 and email issues; troubleshoot network and VPN connectivity; support software installation and configuration; and assist with mobile devices and MDM issues.
  • Record support activity in HaloITSM with clear, complete documentation; keep tickets updated with progress and actions; follow priorities and ticket assignments; meet response-time and resolution-time SLA targets; escalate complex issues to third-line support or infrastructure teams; inform users and confirm solutions before closing tickets; and document common solutions in the knowledge base.
  • Onboard new employees by creating accounts and configuring equipment; process offboarding by deactivating accounts and collecting equipment; reset passwords and unlock user accounts; grant SaaS application user rights; manage basic application access rights; and assign Microsoft 365 and application licenses.
  • Deploy and configure Mac, Windows, and mobile devices; perform basic repairs and hardware diagnostics; maintain accurate asset records in asset-management and CMDB systems; manage equipment returns at employee departure; coordinate equipment disposal with the Team Lead; and install and configure printers, peripherals, and accessories.
  • Provide professional, customer-focused support; explain technical information clearly to non-technical users; manage expectations about resolution timelines; proactively follow up on open tickets; and escalate user complaints or dissatisfaction to the Team Lead.
  • Continue developing technical knowledge of Mac, Windows, and cloud environments; stay informed about technologies, tools, and IT services; participate in training and knowledge sessions; learn from escalations and guidance from senior colleagues and the Team Lead; and contribute to process and service improvements.
  • Meet response-time and resolution-time SLA targets, achieve a high rate of first-contact incident resolution and customer satisfaction, handle tickets accurately and on time, maintain complete documentation, and continually develop technical knowledge and skills.

About the Company

Inspired Thinking Group

End-to-end marketing services with automation

Team ITG blends marketing technology, automation, data-driven CRM, and in-house content production to help global brands plan, run, and measure campaigns. Its approach combines CRM-informed strategies, automated workflows, and high-quality content produced in Birmingham’s Capture Studios for virtual production and fast delivery. It differentiates itself by pairing advanced marketing tools and automation with in-house film and photography facilities and eco-friendly operations to support large clients with end-to-end services. Its goal is to simplify complex marketing processes, speed up delivery, and produce compelling content that meets diverse client needs while prioritizing sustainability.

Company size
1,001-5,000
Company stage
Early VC
Total funding
$4.2M
Headquarters
London, United Kingdom
Founded
2008

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