Ministerie van Defensie
3 weeks ago
ICT Helpdesk Employee at Defense Service Desk
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Company information
- Company
- Ministerie van Defensie
- Location
- Nederland Netherlands
- Posted
- 3 weeks ago
Job description
Job Characteristics
LocationHuis ter Heide (Ut)Contract DurationTemporary appointment with a view to permanent.Hours per week - 38Monthly Salary€3,035.00 - €4,205.00Salary LevelCivil Servant Scale IBBAD 07 - Civil Servant Scale IBBAD 07LevelMBO 4FieldICTJob Vacancy Number67457Employment TypeTemporary appointment with a view to permanent employmentJob GroupCivilianJob Description
Do you answer all ICT questions from your colleagues at the Ministry of Defence?
Are you technically skilled and solution-oriented? Is the customer your top priority, and do you know how to assess the customer's needs correctly? Then we invite you to apply for this great position at the Defense Service Desk (SDD). As an ICT Helpdesk Employee within the Defense Service Desk, you play an important role in helping our customers as quickly and effectively as possible. These customers can be soldiers on a mission or your colleagues in the office. All with the same mission: 'ensuring a safe Netherlands'.
Working for the Ministry of Defence, but not as a military member? If you choose a job at Defence, you choose socially relevant work. You truly contribute to a safe Netherlands. In addition to approximately 53,000 professional soldiers and reservists, more than 27,000 civilians also work at Defence. Do you want to contribute to a professional defence organization in your own field as a civilian, and thereby to peace and security at home and abroad?
You are the first point of contact via telephone and email for first and second-line problems. You enjoy bringing out the best in yourself, utilizing your talents, and helping the customer together with your service desk colleagues. All this to find a solution for the customer as effectively and quickly as possible and to provide them with optimal service.
As an ICT Helpdesk Employee, you will perform the following tasks:
- Receiving, registering, resolving, or escalating fault reports;
- Gathering, correctly interpreting, and prioritizing fault reports;
- Guiding users remotely with questions and problems;
- Communicating defense-wide about ongoing major disruptions.
Because we offer 24x7 support to colleagues worldwide, this means that the ICT Helpdesk Employee may be deployed in a continuous shift schedule. This is a learning, challenging position, and an ideal growth opportunity for an ambitious professional.
Job Requirements
You possess at least an MBO4 ICT diploma and have work experience in ICT. Furthermore, you are ITIL (3/4) and Microsoft MD102 certified. Additionally, you have a driver's license and own transportation.
For this position, we are looking for someone with the following characteristics:
- Customer and service-oriented attitude;
- Knowledge of and experience with the central registration system ServiceNow;
- Good communication skills;
- Ability to analyze well, collaborate, and be stress-resistant;
- Structured and proactive;
- Willingness to work in a continuous shift schedule.
Employment Conditions
Salary LevelCivil Servant Scale IBBAD 07 - Civil Servant Scale IBBAD 07Salary DescriptionThe mentioned salary is based on a full workweek of 38 hours. Your placement will be based on your work experience and educational background.Monthly Salary€3,035.00 - €4,205.00Employment TypeTemporary appointment with a view to permanent employmentContract DurationTemporary appointment with a view to permanent.Maximum hours per week38Other Employment Conditions
- Upon commencement of employment, you can choose to shorten your working hours to 36 hours or extend them to 40 hours per week, with the option of working 4 days of 9 hours per week also being possible.
- Defence places strong emphasis on personal growth and offers good study facilities, ensuring you are always progressing. You will be given ample opportunity to develop yourself and grow.
- At Defence, you accrue 16.33% of your gross salary each month in the Individual Choice Budget. You can use it to purchase additional leave hours or for tax purposes.
- In addition to a pension scheme with ABP, you receive a monthly contribution for commuting expenses or can opt for a public transport subscription with unlimited travel throughout the Netherlands under favorable conditions.
- Furthermore, you can work from home at Defence and receive a reimbursement for home working days. The costs for purchased home working equipment can be reimbursed to set up your home workspace.
Special Provisions
- A security screening is part of the selection procedure.
- A reference check and assessment may be part of the selection procedure.
- To be eligible for this position, you must be a national of a European Economic Area country. If this is not the case, you must possess a combined residence and work permit (GVVA).
- The start date is not fixed.
- Acquisition is not appreciated. We kindly request you not to send unsolicited offers, calls, or emails. Thank you for your understanding.
#LI-RP1#LI-Hybrid
Vision
The Materiel & IT Command (COMMIT) supports the transition to an information-driven and technologically advanced armed forces with the best materiel and IT. Our COMMITment is strong to reinforce the crucial role as a strategic partner of the Commander of the Armed Forces, the operational units, and international partners. COMMIT enhances the impact of support through an integrated and innovative approach to materiel and IT projects, (weapon) system management, and chain logistics.
We invest in the quality of our people and the flexibility and diversity of the workforce. The most important capabilities of COMMIT are the knowledge and experience of our personnel. To provide the armed forces with materiel and IT more quickly, we focus on process and social innovation in project management, procurement and disposal of defense materiel, and personnel and logistical support, in addition to technological innovation.
Carrying out innovative projects requires more collaboration with the business sector, knowledge institutions, and other government organizations and societal bodies. Under the umbrella of C-COMMIT as National Armaments Director (NAD), we also develop and strengthen international cooperation in the field of materiel and IT (NATO, EU, multinational, and bilateral).
Mission
COMMIT provides the armed forces with the best materiel and the best IT.
Extra
COMMIT belongs to everyone and is for everyone; we are convinced that with a diverse and inclusive organization, we can best perform our task of bridging the gap between desire and capability when our personnel reflect society. We therefore cordially invite you to apply for this position!
More about the Job Group
Organization Name
Ministry of Defence
Organization Description
Defence is committed to the interests, welfare, and freedom of the Netherlands. We are active daily at home and abroad. Our global deployment strengthens international cooperation and ensures that people can develop freely. Now and in the future.
Approximately 79,000 people work directly and indirectly for peace and security at the Ministry of Defence. The ministry consists of the Materiel & IT Command (COMMIT), the Directorate-General (the department), the Royal Netherlands Navy, the Royal Netherlands Army, the Royal Netherlands Air Force, the Royal Netherlands Marechaussee, and the Defence Support Command (DOSCO).
Defence is one of the largest employers in the Netherlands and exhibits similarities to a large corporation. The operational commands (sea, land, and air forces), the Marechaussee, DOSCO, and COMMIT function like operating companies.
Organization URL
www.defensie.nl/organisatie/commit
Department Name
Materiel and IT Command
Department Description
Location: Huis ter Heide
The work is performed within the Defense Service Desk (SDD) section of the IT Continuity Center (ITCC) department, organizationally housed within the Joint Information Provision Command (JIVC), which falls under the Materiel & IT Command (COMMIT).
Joint Information Provision Command (JIVC)
In an era of digitalization, information technology (IT) is vital for Defence and therefore an absolute prerequisite. The safety and flexibility of Defence personnel in the Netherlands and in foreign mission areas depend on this. JIVC is the IT company of Defence and ensures that everyone at Defence can collaborate effectively (civilians and military personnel). In the Netherlands and also on mission. 24 hours a day, 7 days a week.
The SDD is the point of contact for Defence components and other government clients for user inquiries and reporting disruptions in the field of information provision (IV) and IT services.
Entity IT-Infra
Entity IT-Infra, from within JIVC, provides all necessary IT infrastructure solutions for Defence. It does so together with all its chain partners, whether in mixed teams or not. IT-Infra operates under a model focused on supply-driven management and operational excellence. This means that IT infrastructure is delivered in a maximally standardized and automated manner. Where standard solutions are truly insufficient, custom solutions will be provided as an exception. IT-Infra consists of the departments Central Infrastructure Services (ICS), Defence Platform Services (PSD), Generic Infrastructure Services (GIS), IT-Continuity Center (ITCC), and Generic IT & Infrastructure (GII).
IT-Continuity Center (ITCC)
The ITCC department serves as the interface for Defence components, deployed at peace locations and out-of-area, and a number of government clients for information provision needs, requests for user support, reporting disruptions, and reporting security issues related to the services provided by JIVC. The ITCC monitors the availability, integrity, and exclusivity of IT services 24/7, and monitors and mitigates the cybersecurity of Defence networks and systems. The ITCC thereby plays a crucial role in guaranteeing the business continuity of Defence and its chain partners.
Defense Service Desk (SDD)
The SDD section is the point of contact for Defence components and other government clients for user inquiries and reporting disruptions in the field of information provision (IV) and IT services. Additionally, the SDD is the customer's primary contact point and interface for IT needs.
The SDD is a skilled helpdesk that provides user support 24/7 and handles 1st and 2nd line incidents, primarily for non-classified IV and IT services. The aim is to achieve a direct resolution, assisting the user in a single call.
The SDD is the customer's primary contact point for IT needs. Intake of needs statements and management of realization take place here. They assess completeness, clarity, authorization, and maintain the administration of all IT needs. They are responsible for monitoring and registering all IV needs across the entire chain regarding progress, as well as communicating this to the needs originator.
The SDD is also responsible for monitoring and registering complaints, as well as communicating this to the customer.
Department URL
www.defensie.nl/organisatie/COMMIT
Contact Persons
For more information about this vacancy:
Redmar van Lent, Head of Operations SDD
[email protected]
06 49966252
For more information about the application procedure:
Roos Poorte, Recruitment Advisor HR
[email protected]
06 51186964
Do you answer all ICT questions from your colleagues at the Ministry of Defence?
Are you technically skilled and solution-oriented? Is the customer your top priority, and do you know how to assess the customer's needs correctly? Then we invite you to apply for this great position at the Defense Service Desk (SDD). As an ICT Helpdesk Employee within the Defense Service Desk, you play an important role in helping our customers as quickly and effectively as possible. These customers can be soldiers on a mission or your colleagues in the office. All with the same mission: 'ensuring a safe Netherlands'.
Working for the Ministry of Defence, but not as a military member? If you choose a job at Defence, you choose socially relevant work. You truly contribute to a safe Netherlands. In addition to approximately 53,000 professional soldiers and reservists, more than 27,000 civilians also work at Defence. Do you want to contribute to a professional defence organization in your own field as a civilian, and thereby to peace and security at home and abroad?
You are the first point of contact via telephone and email for first and second-line problems. You enjoy bringing out the best in yourself, utilizing your talents, and helping the customer together with your service desk colleagues. All this to find a solution for the customer as effectively and quickly as possible and to provide them with optimal service.
As an ICT Helpdesk Employee, you will perform the following tasks:
- Receiving, registering, resolving, or escalating fault reports;
- Gathering, correctly interpreting, and prioritizing fault reports;
- Guiding users remotely with questions and problems;
- Communicating defense-wide about ongoing major disruptions.
Because we offer 24x7 support to colleagues worldwide, this means that the ICT Helpdesk Employee may be deployed in a continuous shift schedule. This is a learning, challenging position, and an ideal growth opportunity for an ambitious professional.
- Upon commencement of employment, you can choose to shorten your working hours to 36 hours or extend them to 40 hours per week, with the option of working 4 days of 9 hours per week also being possible.
- Defence places strong emphasis on personal growth and offers good study facilities, ensuring you are always progressing. You will be given ample opportunity to develop yourself and grow.
- At Defence, you accrue 16.33% of your gross salary each month in the Individual Choice Budget. You can use it to purchase additional leave hours or for tax purposes.
- In addition to a pension scheme with ABP, you receive a monthly contribution for commuting expenses or can opt for a public transport subscription with unlimited travel throughout the Netherlands under favorable conditions.
- Furthermore, you can work from home at Defence and receive a reimbursement for home working days. The costs for purchased home working equipment can be reimbursed to set up your home workspace.
You possess at least an MBO4 ICT diploma and have work experience in ICT. Furthermore, you are ITIL (3/4) and Microsoft MD102 certified. Additionally, you have a driver's license and own transportation.
For this position, we are looking for someone with the following characteristics:
- Customer and service-oriented attitude;
- Knowledge of and experience with the central registration system ServiceNow;
- Good communication skills;
- Ability to analyze well, collaborate, and be stress-resistant;
- Structured and proactive;
- Willingness to work in a continuous shift schedule.
Location: Huis ter Heide
The work is performed within the Defense Service Desk (SDD) section of the IT Continuity Center (ITCC) department, organizationally housed within the Joint Information Provision Command (JIVC), which falls under the Materiel & IT Command (COMMIT).
Joint Information Provision Command (JIVC)
In an era of digitalization, information technology (IT) is vital for Defence and therefore an absolute prerequisite. The safety and flexibility of Defence personnel in the Netherlands and in foreign mission areas depend on this. JIVC is the IT company of Defence and ensures that everyone at Defence can collaborate effectively (civilians and military personnel). In the Netherlands and also on mission. 24 hours a day, 7 days a week.
The SDD is the point of contact for Defence components and other government clients for user inquiries and reporting disruptions in the field of information provision (IV) and IT services.
Entity IT-Infra
Entity IT-Infra, from within JIVC, provides all necessary IT infrastructure solutions for Defence. It does so together with all its chain partners, whether in mixed teams or not. IT-Infra operates under a model focused on supply-driven management and operational excellence. This means that IT infrastructure is delivered in a maximally standardized and automated manner. Where standard solutions are truly insufficient, custom solutions will be provided as an exception. IT-Infra consists of the departments Central Infrastructure Services (ICS), Defence Platform Services (PSD), Generic Infrastructure Services (GIS), IT-Continuity Center (ITCC), and Generic IT & Infrastructure (GII).
IT-Continuity Center (ITCC)
The ITCC department serves as the interface for Defence components, deployed at peace locations and out-of-area, and a number of government clients for information provision needs, requests for user support, reporting disruptions, and reporting security issues related to the services provided by JIVC. The ITCC monitors the availability, integrity, and exclusivity of IT services 24/7, and monitors and mitigates the cybersecurity of Defence networks and systems. The ITCC thereby plays a crucial role in guaranteeing the business continuity of Defence and its chain partners.
Defense Service Desk (SDD)
The SDD section is the point of contact for Defence components and other government clients for user inquiries and reporting disruptions in the field of information provision (IV) and IT services. Additionally, the SDD is the customer's primary contact point and interface for IT needs.
The SDD is a skilled helpdesk that provides user support 24/7 and handles 1st and 2nd line incidents, primarily for non-classified IV and IT services. The aim is to achieve a direct resolution, assisting the user in a single call.
The SDD is the customer's primary contact point for IT needs. Intake of needs statements and management of realization take place here. They assess completeness, clarity, authorization, and maintain the administration of all IT needs. They are responsible for monitoring and registering all IV needs across the entire chain regarding progress, as well as communicating this to the needs originator.
The SDD is also responsible for monitoring and registering complaints, as well as communicating this to the customer.
Defence is committed to the interests, welfare, and freedom of the Netherlands. We are active daily at home and abroad. Our global deployment strengthens international cooperation and ensures that people can develop freely. Now and in the future.
Approximately 79,000 people work directly and indirectly for peace and security at the Ministry of Defence. The ministry consists of the Materiel & IT Command (COMMIT), the Directorate-General (the department), the Royal Netherlands Navy, the Royal Netherlands Army, the Royal Netherlands Air Force, the Royal Netherlands Marechaussee, and the Defence Support Command (DOSCO).
Defence is one of the largest employers in the Netherlands and exhibits similarities to a large corporation. The operational commands (sea, land, and air forces), the Marechaussee, DOSCO, and COMMIT function like operating companies.
- A security screening is part of the selection procedure.
- A reference check and assessment may be part of the selection procedure.
- To be eligible for this position, you must be a national of a European Economic Area country. If this is not the case, you must possess a combined residence and work permit (GVVA).
- The start date is not fixed.
- Acquisition is not appreciated. We kindly request you not to send unsolicited offers, calls, or emails. Thank you for your understanding.
#LI-RP1#LI-Hybrid
Vision
The Materiel & IT Command (COMMIT) supports the transition to an information-driven and technologically advanced armed forces with the best materiel and IT. Our COMMITment is strong to reinforce the crucial role as a strategic partner of the Commander of the Armed Forces, the operational units, and international partners. COMMIT enhances the impact of support through an integrated and innovative approach to materiel and IT projects, (weapon) system management, and chain logistics.
We invest in the quality of our people and the flexibility and diversity of the workforce. The most important capabilities of COMMIT are the knowledge and experience of our personnel. To provide the armed forces with materiel and IT more quickly, we focus on process and social innovation in project management, procurement and disposal of defense materiel, and personnel and logistical support, in addition to technological innovation.
Carrying out innovative projects requires more collaboration with the business sector, knowledge institutions, and other government organizations and societal bodies. Under the umbrella of C-COMMIT as National Armaments Director (NAD), we also develop and strengthen international cooperation in the field of materiel and IT (NATO, EU, multinational, and bilateral).
Mission
COMMIT provides the armed forces with the best materiel and the best IT.
Extra
COMMIT belongs to everyone and is for everyone; we are convinced that with a diverse and inclusive organization, we can best perform our task of bridging the gap between desire and capability when our personnel reflect society. We therefore cordially invite you to apply for this position!
For more information about this vacancy:
Redmar van Lent, Head of Operations SDD
[email protected]
06 49966252
For more information about the application procedure:
Roos Poorte, Recruitment Advisor HR
[email protected]
06 51186964
Required skills
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