Service Desk Officer

About the role

As a Service Desk Officer, you play a key role in supporting our next generation IT architecture. The service desk is the single point of contact for all De Brauw colleagues worldwide, and our IT environment must respond to business requirements as soon as it can.

Service Desk Officers also play an important role in numerous projects, such as implementing SAAS and PAAS-based solutions for business; supporting big data and artificial intelligence-oriented platforms for our legal tech solutions; and servicing over 200 different applications (+/- 20 core applications), within an integrated landscape. We develop in-house, customised applications on the Mendix platform.

You work closely with colleagues from the various legal departments, specialised business solutions groups, and suppliers. Our IT department consists of technical engineers, application managers, business information managers, architects and project managers, all working closely together as a team. All teams safeguard the continuity and consistency of systems and data.

Your role is to be first-line support on the telephone, in person and by mail. Additionally, you take more difficult second-line calls and work on those alone or together with your colleagues. You also work with various suppliers and cooperate and coordinate with them in order to strengthen of our core business. Most importantly, you manage and maintain customer satisfaction and function as the “face and voice of IT”.

Who are you?

Our ideal candidate:

  • works autonomously when needed, but is always a team player;
  • has an HBO degree;
  • is familiar with ITIL V3 and service management software (TOPdesk preferred);
  • has customer service experience;
  • is familiar with or is interested in systems engineering;
  • is client focused and results oriented;
  • possesses excellent analytic and problem solving skills;
  • has good interpersonal skills;
  • has excellent Dutch and good English language skills;
  • can work standby shifts in the evenings and weekends.

Who are we?

Our IT Operations Team forms part of the IT & Facilities Team, which consists of approximately 50 full-time employees. As a Service Desk Officer, you form part of the IT Operations team, consisting of 10 Service Desk Officers and two Technical Engineers. The IT Operations Team provides services to nearly 700 staff and to 1000 office spaces. We service our business through two data centres and over 100 servers.
De Brauw is a Netherlands-headquartered law firm with a global reach. We have a robust corporate practice, a center of excellence in litigation and an unparalleled team of regulatory experts. In our international litigation practice, we handle big and complex matters involving big risks, working in multidisciplinary, multinational teams composed of strong strategic thinkers willing to go the extra mile. We believe in striking the right balance between rigor and pragmatism, especially when the stakes are high and the pressure is on.
In addition to working hard, we also like to have fun. We have weekly company drinks and events, such as inter-company hockey matches, the Amstel Gold Race, pub quizzes, etc.

Employees have great secondary benefits such as: company phone and laptop; 13th month; discounted gym membership; over 150 online and in-person training opportunities; unlimited beverages and fresh fruit; and, last but not least, being part of a dedicated team in an exciting environment.

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