IT Servicedesk Engineer (Senior)

Make technology work for everyone At Sunweb Group, technology plays a key role in delivering unforgettable holiday experiences to more than 1.3 million customers every year. Behind the scenes, our colleagues rely on secure, reliable, and user-friendly IT solutions to do their best work. As an IT Servicedesk Engineer (Senior), you are the first point of contact for employees across our international organization. From resolving technical issues and supporting new joiners to improving processes and maintaining our digital workplace, you make sure colleagues can work efficiently and without disruption. You'll join our IT team in Rotterdam and collaborate closely with infrastructure, security, and development specialists to provide an excellent employee experience. Location: Rotterdam Start Date: ASAP Availability: Full-time Your impact In this role, you'll support colleagues across our international organisation, different hub offices and business functions. You'll combine hands-on IT support with ownership and continuous improvement, acting as a trusted point of contact for both colleagues and stakeholders. Depending on your experience, you'll also take the lead in specific areas of expertise, support less experienced colleagues and contribute to improving and automating our IT processes. Responsibilities Resolve first- and second-line IT incidents and service requests through Jira, phone, email and walk-ins. Troubleshoot hardware, software, network, VPN, Microsoft 365 and workplace-related issues. Support onboarding and offboarding, including account creation, permissions, access and device setup. Make sure new colleagues have the right tools and systems available from day one. Manage and maintain user accounts, devices and workplace applications. Act as an escalation point for more complex incidents and service requests. Work closely with Infrastructure, Security and Development teams to resolve technical issues. Contribute to ITIL-based service management processes and maintain clear knowledge documentation. Identify recurring issues and turn them into opportunities for process improvements and automation. Take ownership of specific areas of expertise, such as Microsoft 365 or IT service management. Share knowledge, coach colleagues and contribute to the development of the wider IT support team. Proactively engage with stakeholders to understand their needs and continuously improve the employee IT experience. What you'll bring At least 4 years of experience in IT support, service desk, workplace support or a similar role. Strong knowledge of Microsoft 365, Azure and modern workplace environments. Experience supporting Windows 11, macOS and mobile devices such as iPhones and iPads. Experience with service management tools, preferably Jira Service Management. A good understanding of ITIL principles and service desk best practices. Strong troubleshooting skills and the ability to prioritise effectively. The confidence to work independently, take ownership and act as an escalation point for colleagues. Experience supporting, coaching or mentoring less experienced team members. The ability to explain technical topics clearly to non-technical colleagues. A proactive, service-minded approach and a strong sense of ownership. Fluency in English. Dutch is a plus, but not required. Microsoft, Azure and/or Workplace Management certifications are a strong advantage. You are based in the Netherlands and able to work regularly from our Rotterdam office. About Sunweb Group Sunweb Group is one of Europe’s largest online travel agencies, sending over 1.3 million holidaymakers annually to unforgettable destinations. Operating in eight international markets, we cater to all travelers through our brands, Sunweb and ‘Eliza Was Here.’ With a team of 600 colleagues and operational hubs in Rotterdam, Girona, Paris, Copenhagen, Stockholm, Antwerp, Chambéry, and Zurich, we