IT Support Specialist

IT Support Specialist - Dutch Speaking

Location: Remote / Netherlands
Language: Dutch (fluent)

About the Role

We are looking for a Dutch-speaking IT Support Specialist to provide first-line technical support to users across the Netherlands following the rollout of Microsoft 365 and Outlook.

This is a straightforward, user-focused support role. The majority of queries are simple and can be resolved within a few minutes. Advanced technical expertise is not required; what matters most is the ability to communicate clearly, remain patient and guide users through basic troubleshooting.

Key Responsibilities

• Provide first-line IT support to users across the Netherlands.

• Handle approximately 8-10 calls per day on average, with up to 15-20 calls on a busy day.

• Support users with basic Microsoft 365 and Outlook issues.

• Guide users through simple troubleshooting steps over the phone.

• Request and review screenshots where required.

• Coach users who may have limited technical confidence.

• Resolve straightforward incidents quickly and efficiently.

• Log and manage incidents using IT Service Management (ITSM) processes.

• Escalate more complex issues where appropriate.

• Provide a consistently friendly, professional and customer-focused service.

• Work towards agreed service levels and productivity targets.
  

Requirements
Essential

• Fluent Dutch - both spoken and written.

• General knowledge of IT Service Management (ITSM).

• Basic knowledge of Microsoft 365 / Microsoft Office and Outlook.

• Excellent communication and customer service skills.

• A friendly, patient and approachable manner.

• Ability to explain technical issues clearly to non-technical users.

• Comfortable providing support over the phone and remotely.

• Good problem-solving skills.

• Ability to resolve simple issues quickly and efficiently.
  

Desirable

• Previous experience in a service desk, IT support or contact centre environment.

• Experience supporting Microsoft 365 and/or Outlook.

• Familiarity with ITSM tools and processes.
  

Performance Expectations

• Approximately 70 resolved tickets per week per FTE during the initial period. This target will be reviewed and may be adjusted after the first three months.

• Call pickup target of under 30 seconds, subject to agent availability.

• Strong focus on first-contact resolution for straightforward queries.

• Consistently high standards of customer service and communication.
  

Venquis is acting as an Employment Agency in relation to this vacancy.