First-line service desk representative

31–38.75 hours per week | Utrecht | IT support | €3,100 – €3,300 | MBO-4 diploma

What you will be doing

As the first point of contact for our IT Service Desk, you provide direct support to users on a daily basis, both remotely and on-site. You work with a ticketing system (Autotask), provide support during walk-in hours, keep our CMDB up to date, manage user accounts, and assist with mobile phone support. You also conduct onboarding sessions for new colleagues twice a month. You are skilled at documenting more complex issues and escalating them to second or third-line support. In addition, you actively contribute to knowledge management by creating and updating manuals and FAQs. You switch seamlessly between different tasks and work both independently and as part of a team.

Quote

“At Berenschot, you’re not just part of the team—you’re part of the solution. You make a real difference in your colleagues’ day-to-day work.” — A service desk employee

This is where you'll end up

Berenschot is an independent Dutch management consulting firm based in Utrecht, where more than 500 passionate colleagues work together to develop sustainable solutions for our clients’ challenges. Our organization has a flat structure without partners, giving you influence over the projects you work on. We always strive for surprising and innovative solutions, which is what makes us unique. With an open and informal culture, collaboration across different disciplines, and plenty of freedom from day one, you’ll have the opportunity to discover your strengths and the areas where you want to grow.

These are your immediate colleagues

You’ll be joining a team of eight colleagues. This team consists of five technical staff members, a Service Desk team lead, project management, operations, administration, and an IT manager. Together, you’ll ensure that Berenschot’s digital environment runs smoothly.

Here's what to bring

You are helpful, technically skilled, and a strong communicator. You:

• have completed a Level 4 vocational ICT program or a comparable program
  
• have 1–2 years of work experience in a service desk or help desk role
  
• has knowledge of Windows OS, Microsoft 365, Active Directory, networks, printers, and mobile devices
  
• You are customer-oriented, detail-oriented, and have strong documentation skills
  
• thinks analytically and solves problems independently
  
• You're good at adapting and stay calm under pressure
  
• are a team player who can also work independently
  
• You have an ITIL Foundation certification or are willing to obtain one (preferred)
  
• has an excellent command of the Dutch language, including correct spelling and grammar
  

What we offer you

At Berenschot, you’ll work in a casual environment with short lines of communication and plenty of room for initiative. You can count on:

• a gross monthly salary between €3,100 and €3,300 based on full-time employment
• a 6% bonus on gross salary for participation in on-call duty (following a training period and further training)
• 27 vacation days, with the option to purchase additional days for full-time employees
• a flexible holiday budget
• a laptop, a phone, and an attractive retirement plan
• a one-year contract with the intention of permanent employment
• a hybrid work model that allows for remote work.

Apply now

Would you like to help create a seamless digital work environment for all your colleagues? Apply now!

If you have any questions about the position or the application process, please contact Vicky Schats via WhatsApp (06-25 72 26 12) or by email (v.schats@berenschot.nl).

Here's what the application process looks like

We’ll get back to you within a week of receiving your application. If it’s a good fit, you’ll have an introductory interview with the recruiter, followed by interviews with your future colleagues and manager. If everyone is on board, we’ll make you a concrete offer shortly.

We look forward to hearing from you!