Support Employee B

Project overview

Assignment Description

Do you want to use your IT knowledge within an organization with an important social mission? Are you analytical, communicative, and energized by solving technical problems? Then we are looking for you for our IT Service Desk.

At the Central Agency for the Reception of Asylum Seekers (COA), we support thousands of employees daily in carrying out their work. Reliable and professional IT service is indispensable. As an IT Service Desk employee, you are the first point of contact for colleagues and external users with questions or problems in the IT field.

What will you do?

As an IT Service Desk employee, you offer professional first-line support. You don't just accept reports; you investigate what is actually going on. You ask targeted questions, analyze the cause, and resolve incidents independently as much as possible. When a report requires specialized knowledge, you ensure a complete and correct handover to the appropriate IT team. You continue to monitor progress and keep the user informed until the report is resolved or carefully handed over.

Responsibilities

Telephone contact is an important part of the role. You will frequently interact with users during your work and know how to communicate professionally, clearly, and customer-centrically, even with diverse questions and situations.

What do we ask?

You have:

Knowledge of Microsoft Intune and certifications such as ITIL Foundation, MS-900, AZ-900, or SC-900 are a plus.

Who are you?

You are curious and enjoy figuring out why something isn't working. You are not satisfied with just registering and forwarding a report but try to solve it yourself whenever possible. Additionally:

Practical Information

This is a 36-hour per week assignment within the IT Service Desk of the COA. The location is The Hague. The team works hybrid. Depending on the work and agreements made, you are expected to be present at the office in The Hague an average of one to four times per month. The IT Service Desk is available from 07:30 to 17:00. Employees are expected to be flexibly available within these hours. Additionally, an on-call service is part of the duties. This service is divided within the team. On average, you will be on call approximately twice a year.

What do we offer?

We offer you:

• supporting users via telephone, the service portal, and the ITSM system;
• registering, analyzing, and handling incidents, service requests, and changes;
• independently resolving first-line and, where possible, more complex IT issues;
• asking the right questions to distinguish symptoms from underlying causes;
• monitoring progress, turnaround times, and agreements made;
• timely involving second-line IT teams and other specialists;
• maintaining clear communication with users throughout the entire process;
• fully and accurately documenting actions taken and solutions;
• identifying recurring incidents, deviations, and bottlenecks;
• making suggestions for structural improvements to processes and services;
• creating and updating manuals, work instructions, and knowledge articles;
• collecting and processing information for reports;
• contributing to professional, secure, and customer-oriented IT service delivery.
• HBO (higher professional education) work and thinking level;
• preferably a completed education in IT;
• at least one year of demonstrable experience within an IT service desk, help desk, or comparable user-facing role;
• good knowledge of Microsoft Windows 11 and Microsoft 365;
• basic knowledge of Microsoft Entra ID and/or Active Directory;
• basic knowledge of networks, such as VPN and WiFi;
• experience with registering and handling reports in an ITSM system;
• knowledge of information security, including MFA, phishing, password policy, and security awareness;
• excellent command of the Dutch language, both spoken and written.
• you ask targeted questions and can distinguish between main and secondary issues;
• you recognize patterns and recurring problems;
• you communicate easily with different types of users;
• you can explain technical information clearly to non-technical colleagues;
• you remain calm and professional when pressure increases;
• you take responsibility for reports and monitor their follow-up;
• you work accurately and document information clearly;
• you work independently but actively seek collaboration;
• you are open to feedback and quickly adopt new systems and technologies;
• you proactively think about improvements in processes, methods, and services.
• a varied IT role within a dynamic and socially involved organization;
• a professional team where knowledge sharing and collaboration are central;
• room for personal and professional development;
• the opportunity to further expand your knowledge and experience;
• the chance to actively contribute to the further professionalization of the IT Service Desk;
• a collegial work environment where your ideas and improvement suggestions are valued.

Project details

• Start: 2026-11-08T23:00:00
• Location: Den Haag Zuid-Holland, NL
• Languages: Dutch