ICT Helpdesk Employee

Project overview

Assignment Description

Background of Assignment

Specific theoretical and practical knowledge of the assigned building blocks;

General knowledge of supporting processes in ICT;

Knowledge and experience with a work registration system;

General knowledge of quality assurance and security;

Insight into the building blocks and process model of JIVC;

Communication skills.

Analyzing, level 1;

Customer-oriented, level 2;

Accurate, level: 1;

Stress-resistant, level 1;

Responsible, level 1;

Initiative, level 1;

Teamwork, level 1.

Summarizing task and mission

Provides remote or onsite diagnosis or guidance for internal or external customers with technical problems. Provides user support and resolves ICT problems and issues. The primary goal is to enable users to maximize their productivity through efficient and secure use of ICT equipment or software applications.

• Perform support activities for the incident process by:
• Accepting fault reports via telephone or email;
• Obtaining further information about the relevant disruptions;
• Consulting the knowledge base and registration system;
• Instructing and informing users about the provided ICT resources.
• Perform ICT activities on complex/multiple systems and/or applications by:
• Carrying out installation work;
• Documenting performed work;
• Reconfiguring/resetting user environments;
• Remotely guiding the customer during installation work.
• Perform support activities for coordination during major disruptions by:
• Analyzing the impact of the ICT disruption;
• Timely escalating disruptions with a major impact to second or third-line support groups or, where necessary, to external partners;
• Acting as a point of contact for the customer, third-line administrators, and the incident manager during these major disruptions;
• Monitoring and signaling the status of ICT resources and acting proactively on it;
• Communicating these major disruptions Defense-wide via email;
• Recording the activities performed that contribute to the solution.

Responsibilities

Identify and diagnose problems and issues

Categorize and log reported inquiries and provide solutions

Support problem identification

Advise users on the correct course of action

Follow problems from start to finish

Escalate, if necessary, unresolved problems to a higher level of support

Provide essential online security advice and support

Requirements

eCF Profile: Service Support

Reference Area: C.01 User Support

This assignment is based on the European e-Competence Framework (e-CF). This is a European standard for describing IT competencies and the associated level of responsibility. The eCF profile indicates which competencies and at what level (e-1 to e-5) are expected from the candidate. We expect candidates to clearly demonstrate in their CV that they possess these competencies. This can be done by describing for each relevant assignment or position:

CVs in which the requested eCF competencies cannot be demonstrably found cannot be fully assessed for suitability.

Candidate has at least 2 years of demonstrable work experience with the chosen eCF profile similar role.

Desired knowledge/certificates: MBO 4 diploma in an ICT-related knowledge area. ITIL certified; MCSA Windows Operating System; CCNA.

Desired experience: Demonstrable work experience as a Helpdesk Employee; Demonstrable work experience with a work registration system; Demonstrable work experience within the ITIL Process; Demonstrable work experience with MS Office; Demonstrable work experience with Mobile Device Management; Demonstrable work experience with VDI, Active Directory and/or Network Topology; Service-oriented attitude; Good command of the Dutch language in word and writing.

Candidate preferably has demonstrable work experience with ServiceNow

Candidate preferably has demonstrable work experience with Windows

Additional Information

Hybrid working: No

Frequency of remote working days: N/A

On-call services: No

• the role the candidate fulfilled
• the work and responsibilities involved
• the extent to which these align with the requested eCF competencies and the level

Project details

• Start: 2027-01-03T23:00:00
• Location: Huis ter Heide Utrecht, NL
• Languages: Dutch