Digital Workplace Services Analyst

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 Fundamentals
• ITIL Framework
• Financial Services or Insurance environments
• Relevant certifications such as ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, or CompTIA A+ would be advantageous.

Why Join MSIG Specialty Marine?

• Be part of a growing international specialty insurer.
• Work in a collaborative and supportive environment.
• Gain exposure to modern cloud and workplace technologies.
• Opportunity to develop your technical skills and career.
• Hybrid working environment based from our Rotterdam office.
• Competitive salary and benefits package.
• Work alongside experienced professionals in a business where technology plays a key role in enabling success.

Ready to make an impact?

If you enjoy helping people, solving technical challenges, and working in a dynamic international environment, we'd love to hear from you.

Apply now and become part of the team behind MSIG Specialty Marine's technology experience.