Service Desk Employee

Project overview

Assignment Description

As a service desk employee, you will support end-users by telephone and in writing in the area of ICT services. You will be responsible for correctly accepting, carefully processing, and resolving technical and functional disruptions as quickly as possible. You will use various applications and a known-error database. Based on operational analysis, you will identify related technical and functional disruptions, questions, and requests. If necessary, you will adjust priorities and monitor progress. One of the most important aspects of the ICT service desk is collaboration with all colleagues.

There is a good atmosphere at our desk.

Background of Assignment

The Service Desk is the point of contact within DCS for end-users within the Ministry of Finance to report, register, and resolve their disruptions. The Service Desk strives for a high resolution rate, so that disruptions and incidents in ICT services are resolved after just one contact with the Service Desk. The current resolution rate is approximately 80%, with about 70% resolved after the first contact. The Service Desk is the portal of DCS where end-users and internal customers can submit IV Service Requests. The Service Desk is a Single Point of Communication for end-users for:

The service desk is always available by telephone. On working days between 7:00 AM and 8:00 PM, work is performed from a desk at the location in Apeldoorn. Staffing is arranged via a schedule, with shifts starting between 07:00 and 09:30. Between 8:00 PM and 7:00 AM the next day, and on weekends, there are on-call services. This service is only performed by 2nd line support.

Service Desk Requirements

Wishes

Competencies

Additional Information

When you offer a professional to us as a supplier and they are placed, we will need information from you as a contracting party, including regarding the Chain Liability Act (Wet keten- en inlenersaansprakelijkheid). The 'WKA' aims to prevent abuse in the remittance of payroll taxes at all links in the chain, from supplier to client. We cover these risks for our clients through a blocked account, the G-account. This is an account where a portion of the invoice amount is deposited, from which you can pay payroll taxes and VAT to the Tax Authorities.

The percentage to be deposited depends on whether you have a SNA certification (NEN-4400-1 or NEN-4400-2) and whether your company is established in the Netherlands or abroad. You can apply for the G-account from the Tax Authorities. If you cannot obtain a G-account (and you can provide proof of this from the Tax Authorities), you also have the option to provide an accountant's statement (assurance report regarding personnel lending) every quarter. In this, a certified accountant (AA or RA) will issue a statement about the accuracy, completeness, and timeliness of the remittances.

Please note, the costs for this statement will be at your own expense.

• disruptions or questions regarding ICT;
• complaints and/or compliments;
• service requests, such as requesting products from the Products and Services Catalog.
• Only offer Dutch-language CVs and candidates must speak Dutch perfectly.
• Assignment is less suitable for ZZP'ers (freelancers) due to the DBA law.
• Candidates must possess an ITIL4 certification from PeopleCert. It is mandatory to include this certificate when submitting candidates.
• Good knowledge of Windows 11 systems.
• Minimum of six months of telephone experience on a 1st line IT service desk.
• Minimum MBO-4 ICT diploma.
• Knowledge of service desk management tooling, e.g., ServiceNow.
• Knowledge of IBM Notes and M365;
• Knowledge of mobile telephony and online meeting tools;
• Knowledge of Linux;
• Knowledge of Microsoft Office 365;
• Knowledge of working in a virtual environment such as Workspace One.
• Certificate AB900.
• Customer-oriented;
• Stress-resistant;
• Analytical;
• A team player with good oral and written communication skills;
• Able to effectively transfer knowledge to internal end-users;
• Independence; able to work with sufficient insight to recognize and consider interfaces with the environment (such as customers, colleagues, 3rd line resolution groups).

Project details

• Start: 2026-11-22T23:00:00
• Location: Apeldoorn Gelderland, NL
• Languages: Dutch