Job Senior ICT Service Desk Employee - Leiden


RDOG Hollands Midden
  • RDOG Hollands Midden
  • HBO or higher
  • Senior level
  • Permanent contract
  • 36 hours p/w
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Function description The ICT department is part of the RDOG's business operations support sector and manages, among other things, an extensive computer network for the head office and all regional locations. The ICT department (7 employees) consists of two teams; Service Desk team and System Administration team. Both teams are managed by team coordinator ICT.

For the Service Desk team we are looking for an experienced and enthusiastic colleague for the position of

Senior ICT Service Desk Employee

36 hours per week
pitch Leiden (centre near CS)

What are you going to do as an ICT Service Desk Employee?
As a Service Desk Employee, you will be the first point of contact for all users who encounter various IT-related problems. Together with your team, you will be responsible for solving all these problems; you will ensure that questions, reports and changes about automation, problems in the infrastructure or applications are dealt with quickly and correctly. As a senior employee, you are also expected to play a leading role in this; you will maintain an overview, analyse and solve complex problems, ensure that everything runs smoothly and contribute to optimal support in the use of all systems. In addition, you will make suggestions for process improvement, you will take up work resulting from projects with the team and you will participate in projects.

Tasks and responsibilities
  • As a Senior ICT Service desk employee, you and your colleagues are responsible for the acceptance, registration, monitoring and handling of all 1st line reports made by RDOG HM employees; you ensure timely, efficient and effective support to users, both at the head office and at the locations in the region (approx. 50);
  • In addition, you analyse complex problems that have arisen as a result of the use of new technologies;
  • You take care of forwarding reports to the 2nd line of handlers;
  • Together with your team, you take care of keeping the ICT workstations, (mobile) phones and associated equipment operational, installing and configuring them, and together with the team, you pick up work resulting from projects;
  • You keep the information in registration systems up to date (workflow in Topdesk);
  • Creating, deleting and mutating user accounts is also part of your tasks, solutions and working methods;
  • As a senior colleague, you maintain an overview of the work, coordinate the daily activities within the team and are the point of contact for the ICT Team Coordinator;
  • You make proposals for improving processes on a tactical level and work these out;
  • Together with your colleagues you rotate in the picket service outside office hours.

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  • HBO work and thinking level and you have a completed ICT education;
  • You have at least 5 years of work experience in a similar position;
  • You are able to keep an overview and come up with solutions efficiently, using knowledge from colleagues and external parties;
  • You are stress resistant, flexible and persuasive;
  • You can operate completely independently, but you are also a team player;
  • You are communicative and socially competent, enthusiastic and responsible;
  • You have a good command of the Dutch language, both written and spoken;
  • You are in possession of a driver's license B.
In addition, you have up-to-date knowledge of and experience with:
  • Recent versions of Microsoft products such as Windows 10, MS Office, MS Outlook and Active Directory';
  • Process oriented working (ITIL);
  • Microsoft certification and experience with Intune and Azure is an advantage;
  • Working with a ticket system (preferably with Topdesk).

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Language proficiency Must have: Dutch
Driving skills Must have: Car (B)
Other info Terms of employment
  • A varied and independent job within an informal, growing and social organisation dedicated to public health care;
  • We give you a lot of freedom to come up with creative solutions and you get the chance to contribute to the further professionalisation of the department;
  • Depending on experience, the salary will not exceed € 4,008-- (job scale 9) gross per month for a full-time appointment of 36 hours per week;
  • Individual Choice Budget of 17.05% (including 8% holiday allowance, 6.8% end-of-year bonus and 2.25% other) to co-finance extra leave, training courses, purchase of a bicycle or to have it paid out as extra income at a time that suits you;
  • RDOG HM follows the collective labour agreement (CAO) cooperating municipal organisations (SGO) and has an attractive package of fringe benefits;
  • This is a one-year contract with the prospect of a permanent appointment (in the event of proven suitability).
  • A super fun job where you can make the difference in the heart of Leiden (easily accessible with the public transport).
Application procedure
For more information about this position, please contact Jan Wolzak, ICT team coordinator, tel. 088 - 308 30 07.

Your written application, mentioning the vacancy number 066, can be sent no later than 28 August via our application page.

If you apply for a job with us, we will, of course, handle the information you provide carefully. If you would like to know more about this, please click on this link for our privacy statement.

Acquisition as a result of this vacancy is not appreciated.

Keywords: Service Desk Employee, ICT Service Desk, ICT Helpdesk, Support Employee, ICT Support Employee

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Company description The RDOG HM (which includes the GGD HM, GHOR and RAV) protects and promotes the health and well-being of citizens in the Hollands Midden region and is increasingly developing into a self-organising and process-oriented organisation.
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