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IT Helpdesk Support – English

By January 17, 2022 No Comments


Customer Service/Helpdesk

English (Fluent)
The Hague
Depends on experience
Start date:
1 year with view to extension
Teodora Simeonova
+31 (0)70 311 7822
Job ref.:


Our client, a highly respected and extremely prestigious world leader in integrated energy and chemicals, is looking for an IT Helpdesk Support to join their dynamic, multicultural and multilingual organisation in The Hague.


You will join a team of 5 people and together you will support 300 in-house staff members onsite and a further 900 that are based around Europe. In order to be able to handle the high volume of requests, you will work with ServiceNow. The company’s main focus is supporting all staff members in a timely and structured manner. As the IT department is relatively small, you will find yourself working closely with the Network/Server/Security teams to resolve issues promptly.

Job Profile for IT Helpdesk Support 

Responsibilities will include but not be limited to:

  • Responsible for the daily operations support, ensuring that service levels are maintained
  • Be a focal point for reporting Operational and Security incidents and a coordinator of their resolution and follow-up
  • Work closely with internal teams, to implement Corporate IT network infrastructure in global offices
  • Monitor, maintain, and administer the health of the corporate-wide network infrastructure
  • Tune, maintain, and administer systems that support user environments
  • Troubleshoot issues with routers and switches
  • Evaluate and implement new technologies for the corporate IT infrastructure
  • Create documentation on Service desk processes 
  • Follow established procedures and sufficiently document change and resolution steps
  • Use monitoring applications to identify incidents
  • Monitor a ServiceNow ticket system and react as required by the documented procedures
  • Raise, assign, escalate, and follow up Operational and Security Incidents in accordance with the Incident Management process
  • Perform tracking and management of Incidents to resolution
  • Serve as a point of contact for third-party service providers
  • Own communication of the Operational incidents to internal customers
  • Perform initial troubleshooting, incident analysis of all issues and system alerts
  • Provide input and feedback for the development and improvement of service desk communications processes and procedures
  • Perform administrative tasks in ServiceNow, contact, Asset management and other documentation or systems

Candidate Profile for IT Helpdesk Support

  • Must be fluent in English, both written and spoken. Fluency in Dutch is an advantage
  • 2+ years of related experience on a service desk
  • Experience working in a framework of formal Incident Management processes and exposure to company-wide ticketing systems are essential
  • ITIL foundation holder
  • Familiarity with basic troubleshooting is a must. Experience with Windows 7/10, Cisco Call Manager is an advantage
  • Able to recognise recurring incidents and document for knowledge base purposes
  • Comfortable in a fast-paced and growing IT environment
  • Able to prioritise under challenging workloads and operations under time constraints
  • Strong interpersonal skills, excellent communicator, with a team player mentality
  • Stress resilient and able to think constructively in a crisis situation
  • Results-oriented, self-motivated with a high degree of discipline
  • Dynamic and flexible thought processes
  • Understand the need to work in a structured way
  • Preferred but not a strong requirement:
    • Exposure to MS365 implementation/Migration
    • Exposure to Cisco and Juniper Firewall, routers and switches
    • Network Policy Manager
    • Apple iPhone knowledge
    • Two-factor authentication solutions
    • Wide Area Networks
    • Imaging laptops
    • Change management
    • Familiar or know the Incident Manager process
    • Familiarity with NOC operations

What Our Client Offers

  • Opportunity to work in the number one oil company in the world
  • Subsidised canteen
  • Travel costs reimbursement
  • Competitive salary
  • 13th-month salary
  • Opportunity to build a long-term and stable career

Already imagine yourself in this position? To make the first step, click Apply or email us your CV at cv@bluelynx.com


Reference and diploma checks are a standard part of the Blue Lynx recruitment procedure. Candidates are requested to provide these details in their application.
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Kind regards, The Blue Lynx Team