Service Employee

Project overview

We are looking for a Service Desk employee for the Zwolle and Almelo locations, and occasionally also for the Northern Netherlands Court.

Assignment Description

All IT questions from employees at the Overijssel Court, Zwolle and Almelo locations, and occasionally also the Northern Netherlands Court, will come to you. Directly or via our Customer Contact Center. This includes questions from judges and clerks, for example, in case of an IT problem in the courtroom. You will then ensure that the case is not delayed. And that gives you a very important role. In this way, you contribute to the digitalization and accessibility of justice in our country. As an IT Support Employee, you have a lot of face-to-face contact with users.

You will handle questions and incidents yourself as much as possible – from workplace automation to our infrastructure. But it is even better if you identify problems before they hinder the functioning of the court. You will also help with IT security. And does a user have a special request? Then you will think along about a custom solution.

You will actively seek information, for example, in our own knowledge system. You will also help keep that system up-to-date. Is a question really too complex? Then you will forward it to the people in 'the second line'.

Background of Assignment

For the local IT team, we are looking for a service-oriented employee who, together with other colleagues, is committed to providing an optimal experience for our customers. As a Service Employee, you will work with your colleagues to provide the best service to the users of the Judiciary. You are responsible for handling customer questions, resolving incidents, and registering them. You are the business card of IVO Rechtspraak; excellent communication skills and customer focus are therefore a must. You will work in a motivated team with expert colleagues.

You can work independently and are proactive, you will get your information and first search in the knowledge system.

Knock-out Requirements

Competencies

IVO Rechtspraak contributes to the development, management, maintenance, and support of all applications, infrastructure, and networks of the Judiciary. This involves approximately 12,000 workstations and more than 200 applications, some of which are self-developed.

Together with over 500 colleagues, you ensure that Judiciary employees can do their daily work without worries and that citizens, notaries, etc., have secure access to their case and Judiciary data.

The ICT landscape of the Judiciary is undergoing a major renewal. The movement is towards a multi-channel service architecture and a layered on-premise cloud architecture mainly based on Microsoft (workplace, business operations, external services) including Windows server SQL server, Microsoft Dynamics CRM, .NET and Oracle Fusion Middleware (primary process) including BPM & SOA suite, WCC, ADF, OBIEE, Weblogic based on Linux.

The ICT landscape of the Judiciary is constantly changing. Currently, the focus is on making justice digitally accessible, supporting digital work for judiciary employees, and renewing and optimizing custom applications. Various architectural principles and techniques are used in this process.

• MBO 4 work and thinking level, with at least 2 years of experience
• Minimum completed MBO 4 education
• Knowledge and experience with ITIL
• Residing in the area between Zwolle and Meppel
• Role falls within BBRA scale 7
• Empathy
• Communicative skills
• Team player
• Ability to quickly make connections
• Ability to be flexible
• Thinking out of the box
• Proactive

Project details

• Start: flexible
• Duration: 6 months
• Location: Utrecht, NL
• Languages: Dutch