IT Service Desk Specialist
The IT Service Desk Specialist is the first point of contact for every employee with an IT question, issue or request at Optics11. You keep colleagues productive day to day, so the rest of the IT team can focus on projects, infrastructure and security.
Optics11 is a fast-growing Dutch scale-up building precision fibre-optic sensing solutions, with offices in Amsterdam. Our people are engineers, scientists, production staff and commercial teams, so no two days on the desk are the same.
This is an entry-level position. You will not be on your own: the senior members of the IT team act as your second and third line, coach you and take over issues that need deeper expertise or elevated access.
Key responsibilities
You own first-line support end to end: pick up the ticket, solve it or escalate it with a clear handover, and close the loop with the user.
Service desk and user support
Handle incoming tickets, Teams messages, phone calls and walk-in requests; log every request in the service desk system.
Diagnose and resolve common issues with laptops, peripherals, printers, Wi-Fi, VPN and Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
Prioritise work by impact and urgency, and keep users informed until their issue is resolved.
Escalate issues you cannot resolve to the
