Category: Public Sector & Government
Location: Hoogeveen, Drenthe, Netherlands

IT Service Desk Analyst

Location: Drenthe Region
Working Hours: 36 hours per week
Start Date: As soon as possible
Contract Duration: 6 months, with the possibility of extension

Your Role

Are you the first point of contact who enjoys helping colleagues with their IT-related questions and issues? As an IT Service Desk Analyst, you will ensure that employees across the organization can work without disruption.

You will handle incidents and service requests received via phone, email, or the service desk portal, registering them in the service management system (for example, Topdesk).

You will independently resolve first-line support tickets and, where possible, also handle second-line issues. If an issue cannot be resolved directly, you will escalate it to the appropriate teams while keeping users informed of the progress.

In addition, you will be responsible for issuing and configuring hardware, managing inventory, and placing orders when required.

No two days are the same. This varied role requires close collaboration with multiple teams across the organization.

What Do You Bring?

• A completed MBO Level 4 education (or higher).
• Availability for a minimum of 32 hours per week.
• Experience with:
  • Microsoft Office (2019 and later), Windows, and Active Directory.
  • Service management software (e.g., Topdesk).
  • Mobile Device Management (MDM).
• Strong communication skills and a customer-focused mindset.
• Analytical skills and perseverance to identify and understand customer needs.
• Strong organizational awareness, with the ability to understand the broader business context beyond your own responsibilities.

What Is Considered an Advantage?

• Experience working with Topdesk.
• An ICT-focused MBO qualification.
• At least 3 years of experience as a first-line IT Service Desk Analyst within the past 5 years.
• Availability for 36 hours per week.
• Affinity with working in an IT Service Desk environment.
• A proactive attitude and creativity in finding effective solutions.

Does This Sound Like Your Next Challenge?

Apply today and become the face of our IT Service Desk!

Details