Service desk engineer: the first face of IT
First line is not lowest line. Whoever is good at this sets how a whole organisation thinks about IT, and that is harder to replace than someone who can install a server.
This page describes a role group, not an open position. A role on this site means we speak to people for it continuously and keep our pool up to strength — not that a seat is free today. What is actually open sits on our recruitment portal.
What you do
The work as it looks here, not as it sounds in a job profile.
- Taking reports by phone, mail and portal, setting priority and resolving as much as possible at first contact.
- Recording cleanly what you did, so the next person can read it rather than work it out again.
- Getting back to people before they ask — a ticket without an update feels like a ticket without attention.
- Writing solutions into the knowledge base, so the same question takes less time the second time.
What you bring
Not a shopping list. This is what actually counts.
- Calm when someone calls irritated. That is the core of the job and it can be learned, though not by everyone.
- Being able to ask the right question. What someone reports is almost never exactly what is wrong.
- Knowing when to hand something on. Keeping at it too long costs more than passing it up straight away.
- Working knowledge of Windows, Microsoft 365 and the usual workplace tooling. The rest you learn here.
Where you land
ITproposal was founded in 2019 and works from Amsterdam, Antwerp and Karaman. Some of our people work in our own teams, others are placed with a client. Either way the same holds: you are reachable, you write down what you did, and you explain in plain language what is going on.
On critical services support runs 24/7, on a rota rather than on a private mobile. Working outside office hours happens according to that rota, not because there is nobody else.
What you can expect from us sits on the vacancies page: four steps, no endless rounds, and an answer even when the answer is no.
The work this role sits on is described under IT service desk.
Four steps, no endless rounds
Send your details
Mail your CV and a short note to [email protected]. Name this role group and the region you want to work in.
Introduction
We get in touch for a first conversation, by phone or video. We go through your background, what you are after and the kind of work you are looking for.
Technical conversation
If it matches, you speak to a colleague from the same field. That conversation is about practice: which environments do you know and how do you approach a failure.
Feedback
You hear from us what the next step is. If there is no fitting role right now, we keep your profile and get in touch as soon as that changes.
Questions we get about this
The ones that come up most often before someone gets in touch.
Is there an open vacancy for this role right now?
There may be, but this page does not say so. What is open at the moment sits on our recruitment portal, because that is where it is kept current. This page describes the role group itself: what the work is and what we look for. If nothing is open and the role does fit you, get in touch anyway — we keep your profile and come back to you as soon as something appears.
Is this an entry-level job?
For some people yes and for some no, and the second part is the point. For many the service desk is the first step towards system administration or network work, and that path is open. But there are also people who stay because they are good at it and enjoy it, and they are worth just as much to us. Someone who stays calm, asks the right question and knows when to escalate is rarer than someone who can stand up a server.
Will I work at ITproposal or at a client?
Both happen. Some of our people work in our own teams, others are placed with a client, sometimes for a few months and sometimes for years. Which you prefer is something we discuss in the first conversation, because it is a real difference: on placement you see more environments, in an in-house team you build on the same thing for longer.
I cannot do everything listed. Is it worth applying?
Yes. The list above describes the role at its broadest and nobody ticks all of it. What we look at is what you have done, how you approach a problem and whether you can explain what you did. What you do not know yet can be learned; how you deal with people when something is broken is much less so.
The other role groups
If this one does not fit, perhaps one of these does.
Recognise yourself in this?
You do not have to wait for a vacancy to appear. Send your CV and a few lines about what you are looking for.
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