Job Properties
  • Job Type
    Full-time Position
  • Category
    Software & Information Technology
  • Languages
    English Dutch French German Italian Portuguese Russian Spanish
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      January 07,2022
    • Entrusting Package
    • JSS
    • VISA
    • IMG_6430
    • Career Consultation

    IT Service Desk Support

    Fulltime - Amsterdam

    The IT Service Desk Support will provide first and second line technical support to internal staff. You will support the team to resolve issues that come into the service desk acting as a point of escalation for more challenging issues.

    The Successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. Moreover, adopt a range of administration dutiesresponsibilities within this role, e.g. Asset Management.

    Ensure that incidents and changes are resolvedimplemented in a timely manner to meet expectations and defined service level targets. Further, proactively help resolve tickets where required and participate as a project resource as and when required.

    In this position your key responsibilities will be:

    • Act as a single point of contact for phone calls, personal visits and emails from staff regarding IT issues and queries
    • Receiving, logging and managing calls from internal staff via telephone and email
    • Maintaining an Asset Database and track changes
    • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Smartphones, Laptops, PCs and Printers
    • Troubleshoot basic network issues
    • Escalate unresolved calls to the infrastructure support team
    • Log all calls in the Service Desk Call Logging system, Service Now
    • Adhere, advice and enforce security related requirements on user and end client level
    • Take ownership of user problems, follow up the status of problems on behalf of the user, and communicate progress in a timely manner
    • Maintain a high degree of customer service for all support queries and adhere to all service management principles
    • Provide basic in-house training in Microsoft O365 applications used within the organization (TEAMS, Outlook, Word, Excel, SharePoint and PowerPoint)
    • Publishing support documentation to assist staff with requests for information & provide staff training if required
    • Basic Active Directory, Intune and Azure knowledge. Creating user accounts, reset passwords, create groups etc.
    • Arrange for external technical support where problems cannot be resolved in house
    • Awareness of the care of IT and technical equipment both used in own role and in the provision and installation of equipment across the business
    • Awareness of Health & Safety for one self, those in ITS team and the organisation with regard to technical installations and support and in everyday aspects of the role.

    What qualification should you have? The ideal candidate will have the following profile:

    • A recent ITIL qualification has preference, but absence of this will not be a showstopper
    • Previous experience in 1st and 2nd Line support role
    • Excellent written and verbal communication skills
    • An understanding of Wireless network technologies
    • Basic User & Security Group Active Directory administration
    • Strong knowledge of Microsoft based operating systems and applications with emphasis on Windows 10, Office 2016, Office365, TEAMS and Share Point
    • Experience with using and troubleshooting Outlook O365 within a network environment (permissions, calendar sharing, delegation)


    • You are a Team player!
    • Excellent communication skills and telephone manner
    • Excellent organisational skills
    • Empathy, Building and Maintaining Relationships
    • Developing Self and Others
    • Taking Responsibility & Achieving Results
    • 2 years previous IT Service Desk and/or Call Centre experience required
    • Incident Management experience – Managing incidents including business expectations and communication
    • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
    • Written and spoken Dutch and English language skills, (other languages are very welcome e.g. Spanish, Portuguese, Italian, French, German, Russian)

    This position is based in Amsterdam. In order to qualify for this position you need to be a Dutch resident.

    What do we offer?

    • A dynamic, international and challenging work environment
    • Training and support to reach your full potential including the opportunity for continuous professional development
    • Attractive terms and conditions, including competitive salary, pension package and a range of flexible benefits and rewards
    • Challenging tasks with individual development and training opportunities

    Do you have any questions about our offer?
    Cleo GLERUM, Human Resources, is available by e-mail at

    I am Atradius! - Do you want to know who we are?
    Get to know Atradius colleagues in this video:

    Atradius is a global provider of credit insurance, bond and surety, collections and information services, with a strategic presence in over 50 countries. The products offered by Atradius protect companies around the world against the default risks associated with selling goods and services on credit. Atradius is a member of Grupo Catalana Occidente (GCO.MC), one of the largest insurers in Spain and one of the largest credit insurers in the world.

    IT Service Desk Support
    28/01/2022, 16:59
    Employment type:
    Full time
    Position type:
    Job experience level:
    Intermediate Level, Senior Level, Junior Level
    Netherlands, Amsterdam

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