ICT-servicedeskmedewerker
No salary listed
Mid
Utrecht, Netherlands
Hybrid
IT OperationsIT Service Desk & End User Support
About the job
Requirements
- Experience with both Mac and Windows operating systems.
- Good knowledge of Microsoft 365, Exchange, and Entra ID.
- Experience with mobile device management 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.
- Ability to communicate technical information clearly to non-technical users.
- Ability to manage multiple priorities under pressure.
- 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-related issues.
- Troubleshoot network and VPN connectivity problems.
- Assist with software installations and configurations.
- Support mobile devices and mobile device management issues.
- Record support activities in HaloITSM with clear and complete documentation, and keep tickets updated with progress and actions taken.
- Work according to established priorities and ticket assignments, and meet agreed service-level agreement response and resolution targets.
- Escalate complex technical issues to third-line support or infrastructure teams when needed.
- Inform users about progress and confirm solutions before closing tickets.
- Document solutions to common issues in the knowledge base.
- Onboard new employees, including creating accounts and configuring equipment.
- Process offboarding, including deactivating accounts and collecting equipment.
- Reset passwords and unlock user accounts.
- Assign user rights for software-as-a-service applications and manage basic application access rights.
- Assign Microsoft 365 and application licenses.
- Deploy and configure new Mac, Windows, and mobile devices.
- Perform basic repairs and hardware diagnostics.
- Maintain accurate asset records in asset management and configuration management database systems.
- Manage equipment returns when employees leave.
- Coordinate equipment disposal with the Team Lead.
- Install and configure printers, peripherals, and accessories.
- Provide professional, customer-focused support to users.
- Manage user expectations about timelines and solutions, proactively follow up on open tickets, and escalate user complaints or dissatisfaction to the Team Lead when necessary.
- Develop technical knowledge in Mac, Windows, and cloud environments; keep up with technologies, tools, and IT services; and participate in training and knowledge sessions.
- Learn from escalations and receive guidance from senior colleagues and the Team Lead.
- Contribute to initiatives that improve processes and service delivery.
- Meet response and resolution service-level targets, resolve a high proportion of incidents at first contact, achieve high customer satisfaction, close tickets accurately and on time, maintain complete documentation, and continually develop technical knowledge and skills.
About the company
Team ITG combines marketing technology, automation, and content creation to help brands plan, run, and measure campaigns. It uses data from its CRM to inform strategies, automates repetitive tasks, and produces content in its Birmingham Capture Studios with virtual production facilities for delivery. It pairs in-house content capabilities and advanced virtual production with end-to-end services for global brands and sustainable practices. Its aim is to provide tech-enabled marketing solutions that simplify processes, speed delivery, and produce compelling content while prioritizing eco-friendly operations.
Company Size
1,001-5,000
Company Stage
Early VC
Total Funding
$4.2M
Headquarters
London, United Kingdom
Founded
2008
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Simplify's Take
What believers are saying
- Tractor Supply cut email marketing costs 32% with Storyteq by April 29, 2026.
- ITG's 2026 content and AI thought leadership signals steady enterprise demand.
- The U.S. expansion targets 132 of the top 250 global brands, expanding sales reach.
What critics are saying
- July 2026 IPO proceeds repaid $361 million debt, limiting acquisition firepower.
- Adobe Firefly inside Storyteq gives Adobe leverage if it sells direct.
- A failed U.S. integration from PureRed would weaken margins and customer retention by 2027.
What makes Inspired Thinking Group unique
- Storyteq won Gartner Leader again in 2026, validating enterprise content-platform depth.
- Adobe Firefly integration on January 15, 2026 strengthens ITG's workflow and compliance moat.
- PureRed acquisition brought 500 specialists and U.S. retailers Microsoft, Kroger, Walgreens.
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Benefits
- Hybrid Work Options
- Flexible Work Hours
- Paid Vacation
- Remote Work Options
- Parental Leave
- 401(k) Retirement Plan
- Wellness Program
- Gym Membership
- Employee Referral Bonus
- Professional Development Budget