Service Desk Analyst
Rotterdam Full-time Hybrid Working
Join MSIG Specialty Marine
At MSIG Specialty Marine, we combine deep marine and specialty insurance expertise with a modern, international business environment. Our people support clients across the globe, helping them navigate complex risks across marine, cargo, energy, and specialty insurance markets. As we continue to grow, we are looking for a customer-focused Service Desk Analyst to join our IT team in Rotterdam. This is an excellent opportunity for someone who enjoys solving problems, helping colleagues, and building a career within a modern Microsoft technology environment. You'll be at the centre of our day-to-day IT operations, ensuring employees across Europe and beyond receive responsive, professional, and high-quality support.
The Opportunity
As a Service Desk Analyst, you will be the first point of contact for colleagues requiring IT assistance. You will provide technical support, resolve incidents and service requests, and ensure users receive an exceptional support experience from start to finish. Working closely with our wider IT team, you will help maintain a stable and secure technology environment while contributing to continuous improvements across our services. This role offers exposure to modern workplace technologies including Microsoft 365, Windows 11, Intune, Entra ID, ServiceNow, and cloud-based collaboration tools.
What You'll Be Doing
Deliver Outstanding User Support
Act as the first point of contact for IT support requests across the business.
Provide support via phone, email, chat, and our self-service portal.
Deliver clear communication and regular updates throughout the resolution process.
Ensure an excellent user experience and high levels of customer satisfaction.
Resolve Technical Issues
Troubleshoot and resolve issues relating to: Windows 11 Microsoft 365 Outlook Teams OneDrive SharePoint VPN and remote access Printers and peripherals Mobile devices Network and connectivity issues
Manage Incidents and Requests
Log, prioritise, investigate, and resolve incidents using ServiceNow.
Meet agreed service levels and maintain ownership through to closure.
Escalate complex issues to specialist teams when required.
Support Identity & Access Management
Assist with password resets and account unlocks.
Support MFA and authentication requests.
Manage approved access and licence requests in line with security controls.
Support Joiners, Movers & Leavers
Help onboard new employees.
Prepare and configure devices.
Coordinate access provisioning and equipment management.
Support employee role changes and offboarding activities.
Contribute to Service Improvement
Develop and maintain knowledge articles.
Identify recurring issues and opportunities for automation.
Support continual service improvement initiatives.
Share ideas that improve efficiency and user experience.
What We're Looking For
Experience
1-3 years' experience in a Service Desk, Helpdesk, IT Support, or similar customer-facing technology support role.
Experience working with ITSM tools such as ServiceNow.
Strong experience supporting Microsoft 365 and Windows environments.
Experience supporting hybrid and remote users.
Understanding of ITIL-based service management practices.
Technical Knowledge
Windows 11
Microsoft 365
Outlook, Teams, OneDrive and SharePoint
Entra ID / Active Directory
Multi-Factor Authentication (MFA)
Laptop and mobile device support
VPN and connectivity troubleshooting
ServiceNow or similar ticketing platforms
Personal Attributes
Strong customer service mindset.
Excellent communication skills in both technical and non-technical situations.
Calm and professional approach under pressure.
Strong ownership and accountability.
Curious, collaborative, and eager to learn.
Excellent organisational and problem-solving skills.
Desirable Experience
It would be beneficial if you have experience with:
Microsoft Intune
Windows Autopilot
Microsoft Defender
Endpoint Management
Azure…