First-Line Support Officer COP (617270) JFC

Job characteristics Location The Hague Contract duration 2 years Hours per week 38 - 38 Monthly salary €3,507.00 - €4,709.00 Salary level Burgerschaal IBBAD 08 - Burgerschaal IBBAD 08 Level MBO 4 Field of study Order / peace / safety Job number 77234 Service relationship Temporary appointment with a view to a permanent appointment Group Function First-line technical support for end-users by: registering incidents in the ticket system; evaluating and prioritizing incidents; providing first-line technical support through phone, email, or chat; escalating complex issues to higher-level support teams; maintaining accurate records of all interactions with end-users; ensuring that all incidents are resolved within a reasonable timeframe. 2) Providing second-line technical support for end-users by: analyzing and resolving complex technical issues; collaborating with other teams to resolve issues; providing expert advice on technical matters; maintaining knowledge and expertise in the field of order, peace, and safety. 3) Maintaining accurate records of all interactions with end-users, including incident reports, resolution times, and any additional information relevant to the incident. 4) Collaborating with other teams to ensure that incidents are resolved efficiently and effectively. 5) Participating in training and development programs to stay up-to-date with new technologies and best practices. 6) Maintaining a high level of professionalism, discretion, and confidentiality when handling sensitive or confidential information. 7) Adhering to all applicable policies, procedures, and guidelines related to the job. 8) Performing other duties as required by the organization.