Service Desk and Welcome Desk Personnel - #55194

We are looking for experienced Service Desk and Welcome Desk Personnel to provide high-quality ICT support services in a customer-facing environment at Europol premises in The Hague.

The selected candidates will support users through Service Desk and/or Welcome Desk activities, ensuring accurate ticket logging, prioritisation, troubleshooting, documentation, and professional communication. The role requires strong technical knowledge, excellent interpersonal skills, and the ability to work under pressure in an international environment.

Key responsibilities

Depending on the assigned function, the candidate will be expected to:

• Provide first-line ICT support in a Service Desk or Welcome Desk environment.
• Register, categorise, prioritise, and follow up tickets according to business needs.
• Conduct technical conversations with users and accurately capture ticket information.
• Support users with laptops, desktops, mobile devices, and standard workplace tools.
• Assist with account management, mobile-device troubleshooting, remote assistance, and software deployment support.
• Provide clear, concise, and informative documentation.
• Maintain accuracy and attention to detail under pressure.
• Deliver excellent customer service by phone, in person, and through ticketing systems.
• Work proactively, anticipate consequences, and propose practical solutions.
• Support activities during regular hours and, when requested, outside regular working hours.

Required experience and qualifications

The ideal candidates should have:

• Minimum 3 to 5 years of experience in an ICT call centre environment or customer-facing ICT Service Desk.
• Strong customer service focus.
• Ability to learn and adapt quickly to new technologies.
• Excellent telephone manner and communication skills.
• Strong interpersonal skills, integrity, and professionalism.
• Ability to prioritise and categorise tickets effectively.
• Proactive approach and ability to think outside the box.
• Attention to detail and accuracy under pressure.
• Ability to write clear, concise, and useful documentation.

Required certification / knowledge

• Basic ITIL V4 knowledge.

Technical skills

The candidate should have:

• In-depth knowledge of ServiceNow.
• Strong knowledge of Windows 11 and the Microsoft Office suite.
• Sound knowledge of ICT equipment, including laptops, desktops, iPhones, and iPads.
• Basic networking knowledge, including TCP/IP, routers, patching, and port security.
• Strong skills in Excel, Word, PowerPoint, and service reporting.
• Experience with Active Directory account management.
• Basic mobile-device troubleshooting skills.
• Experience with remote assistance tools.
• Software deployment support experience.

Desirable knowledge:

• ICT monitoring tools such as Nagios XI/Core, Splunk, Dynatrace, or Grafana.

Language requirements

• English C1 minimum, both conversational and technical.
• Knowledge of the international/NATO phonetic alphabet.

Security requirements

The candidate must hold, or be able to obtain before service start: CONFIDENTIEL UE / EU CONFIDENTIAL clearance or higher.