Request
Municipality of Schiedam
Service desk employee
Service Desk Officer
Info
Function
Service Desk OfficerLocation
SchiedamHours per week
36 hours per weekDuration
04.08.2025 - 31.12.2025Application number
SRQ176995DAS
Municipality of SchiedamClosing date
28.07.2025
12:00
Role description and task arrangements
Are you an inspired and experienced Service Desk Assistant and looking for a new challenge? Then we are looking for you!!!
As Servicedesk employee ICT you are the business card for our (internal) customers. Together with your colleagues you are responsible for handling the questions that come in via Topdesk, telephone and at the counter. You are analytical and have an above average interest in optimizing and professionalizing the Service Desk through described ITIL processes, documenting procedures and customer-oriented solving of IT problems. Service & customer satisfaction are in your DNA, you like to drop by a colleague's workplace to help them. Your in-depth knowledge of our IT applications ensures that you easily recognize all problems, analyze them and work towards the right solution. And communicating the solution to our customers makes your day!
In Topdesk you register and categorize open incidents and changes based on a good problem analysis. You monitor reports that you have transferred to the 2nd or 3rd line and you report and support when necessary. This is only a part of the calls received; as experienced Service Desk employees in the making, you and your colleagues solve most of the calls themselves. In consultation with your colleagues, reports are picked up and you deal with them.
In Schiedam, the service desk is being further optimized. This position offers you the opportunity to help build this and ensure a service-oriented ICT organization.
Who are you?
As an experienced ICT Service Desk Employee, customer satisfaction must be one of your goals. You understand that ICT is not easy for everyone and you can help people of different levels well. You communicate well, you listen and react to what is said. You explain clearly what you do and give people useful tips. You enjoy contact with end-users and enjoy visiting colleagues at their workplace. You also take initiative and come up with new ideas when you see room for improvement.You can handle yourself well and enjoy getting to the bottom of incidents. But, if you don't know something you are not afraid to ask a colleague.
What can you do?
An organization where you make an impact from your role. We value your professionalism. There is room for your innovative ideas. After all, innovation is important to us.
You will be working at a municipality on the move where residents and employees are at the center. There are challenges to take up and the team you will be joining is busy laying the foundations for the future. You will have the space to develop yourself and contribute to an organization with impact. Working from home is possible!
About the Information Management, ICT & FD team
The Information Management, ICT & FD team is among other things, responsible for managing the technical infrastructure, Service Desk, ICT project management, functional application management, information policy, information architecture and information security(s) policy. In addition, we are responsible for all procurement in the area of ICT.
Digital security is also invested within the team, including a CISO, ISO, privacy officer and security officer.
In addition, the Geo-information, Business Intelligence and knowledge center teams also fall within the Information Management, ICT & FD team
At the municipality of Schiedam, we believe in diversity and inclusion. An inclusive city deserves an inclusive municipality. With us, you are part of an organization where respect, collaboration and open communication are the norm. We are committed to equal opportunities for all, actively removing barriers to ensure that all employees can develop and contribute, regardless of their background. We work together to create a sustainable, diverse and inclusive organization where everyone feels valued, heard and supported.
As Servicedesk employee ICT you are the business card for our (internal) customers. Together with your colleagues you are responsible for handling the questions that come in via Topdesk, telephone and at the counter. You are analytical and have an above average interest in optimizing and professionalizing the Service Desk through described ITIL processes, documenting procedures and customer-oriented solving of IT problems. Service & customer satisfaction are in your DNA, you like to drop by a colleague's workplace to help them. Your in-depth knowledge of our IT applications ensures that you easily recognize all problems, analyze them and work towards the right solution. And communicating the solution to our customers makes your day!
In Topdesk you register and categorize open incidents and changes based on a good problem analysis. You monitor reports that you have transferred to the 2nd or 3rd line and you report and support when necessary. This is only a part of the calls received; as experienced Service Desk employees in the making, you and your colleagues solve most of the calls themselves. In consultation with your colleagues, reports are picked up and you deal with them.
In Schiedam, the service desk is being further optimized. This position offers you the opportunity to help build this and ensure a service-oriented ICT organization.
Who are you?
As an experienced ICT Service Desk Employee, customer satisfaction must be one of your goals. You understand that ICT is not easy for everyone and you can help people of different levels well. You communicate well, you listen and react to what is said. You explain clearly what you do and give people useful tips. You enjoy contact with end-users and enjoy visiting colleagues at their workplace. You also take initiative and come up with new ideas when you see room for improvement.You can handle yourself well and enjoy getting to the bottom of incidents. But, if you don't know something you are not afraid to ask a colleague.
What can you do?
- Knowledge of-and demonstrable experience with ICT user support in a Microsoft environment, with IOS and VMWare, having also performed hardware management;
- Experience in using an incident management system, such as Topdesk;
- Knowledge of and experience working according to service management procedures (e.g. ITIL);
- Thorough knowledge of-and experience with-the Incident Management process is a plus.
An organization where you make an impact from your role. We value your professionalism. There is room for your innovative ideas. After all, innovation is important to us.
You will be working at a municipality on the move where residents and employees are at the center. There are challenges to take up and the team you will be joining is busy laying the foundations for the future. You will have the space to develop yourself and contribute to an organization with impact. Working from home is possible!
About the Information Management, ICT & FD team
The Information Management, ICT & FD team is among other things, responsible for managing the technical infrastructure, Service Desk, ICT project management, functional application management, information policy, information architecture and information security(s) policy. In addition, we are responsible for all procurement in the area of ICT.
Digital security is also invested within the team, including a CISO, ISO, privacy officer and security officer.
In addition, the Geo-information, Business Intelligence and knowledge center teams also fall within the Information Management, ICT & FD team
At the municipality of Schiedam, we believe in diversity and inclusion. An inclusive city deserves an inclusive municipality. With us, you are part of an organization where respect, collaboration and open communication are the norm. We are committed to equal opportunities for all, actively removing barriers to ensure that all employees can develop and contribute, regardless of their background. We work together to create a sustainable, diverse and inclusive organization where everyone feels valued, heard and supported.
Company data
Company data
Municipality of Schiedam
Role description and task arrangements
Are you an inspired and experienced Service Desk Assistant and looking for a new challenge? Then we are looking for you!!!
As Servicedesk employee ICT you are the business card for our (internal) customers. Together with your colleagues you are responsible for handling the questions that come in via Topdesk, telephone and at the counter. You are analytical and have an above average interest in optimizing and professionalizing the Service Desk through described ITIL processes, documenting procedures and customer-oriented solving of IT problems. Service & customer satisfaction are in your DNA, you like to drop by a colleague's workplace to help them. Your in-depth knowledge of our IT applications ensures that you easily recognize all problems, analyze them and work towards the right solution. And communicating the solution to our customers makes your day!
In Topdesk you register and categorize open incidents and changes based on a good problem analysis. You monitor reports that you have transferred to the 2nd or 3rd line and you report and support when necessary. This is only a part of the calls received; as experienced Service Desk employees in the making, you and your colleagues solve most of the calls themselves. In consultation with your colleagues, reports are picked up and you deal with them.
In Schiedam, the service desk is being further optimized. This position offers you the opportunity to help build this and ensure a service-oriented ICT organization.
Who are you?
As an experienced ICT Service Desk Employee, customer satisfaction must be one of your goals. You understand that ICT is not easy for everyone and you can help people of different levels well. You communicate well, you listen and react to what is said. You explain clearly what you do and give people useful tips. You enjoy contact with end-users and enjoy visiting colleagues at their workplace. You also take initiative and come up with new ideas when you see room for improvement.You can handle yourself well and enjoy getting to the bottom of incidents. But, if you don't know something you are not afraid to ask a colleague.
What can you do?
An organization where you make an impact from your role. We value your professionalism. There is room for your innovative ideas. After all, innovation is important to us.
You will be working at a municipality on the move where residents and employees are at the center. There are challenges to take up and the team you will be joining is busy laying the foundations for the future. You will have the space to develop yourself and contribute to an organization with impact. Working from home is possible!
About the Information Management, ICT & FD team
The Information Management, ICT & FD team is among other things, responsible for managing the technical infrastructure, Service Desk, ICT project management, functional application management, information policy, information architecture and information security(s) policy. In addition, we are responsible for all procurement in the area of ICT.
Digital security is also invested within the team, including a CISO, ISO, privacy officer and security officer.
In addition, the Geo-information, Business Intelligence and knowledge center teams also fall within the Information Management, ICT & FD team
At the municipality of Schiedam, we believe in diversity and inclusion. An inclusive city deserves an inclusive municipality. With us, you are part of an organization where respect, collaboration and open communication are the norm. We are committed to equal opportunities for all, actively removing barriers to ensure that all employees can develop and contribute, regardless of their background. We work together to create a sustainable, diverse and inclusive organization where everyone feels valued, heard and supported.
As Servicedesk employee ICT you are the business card for our (internal) customers. Together with your colleagues you are responsible for handling the questions that come in via Topdesk, telephone and at the counter. You are analytical and have an above average interest in optimizing and professionalizing the Service Desk through described ITIL processes, documenting procedures and customer-oriented solving of IT problems. Service & customer satisfaction are in your DNA, you like to drop by a colleague's workplace to help them. Your in-depth knowledge of our IT applications ensures that you easily recognize all problems, analyze them and work towards the right solution. And communicating the solution to our customers makes your day!
In Topdesk you register and categorize open incidents and changes based on a good problem analysis. You monitor reports that you have transferred to the 2nd or 3rd line and you report and support when necessary. This is only a part of the calls received; as experienced Service Desk employees in the making, you and your colleagues solve most of the calls themselves. In consultation with your colleagues, reports are picked up and you deal with them.
In Schiedam, the service desk is being further optimized. This position offers you the opportunity to help build this and ensure a service-oriented ICT organization.
Who are you?
As an experienced ICT Service Desk Employee, customer satisfaction must be one of your goals. You understand that ICT is not easy for everyone and you can help people of different levels well. You communicate well, you listen and react to what is said. You explain clearly what you do and give people useful tips. You enjoy contact with end-users and enjoy visiting colleagues at their workplace. You also take initiative and come up with new ideas when you see room for improvement.You can handle yourself well and enjoy getting to the bottom of incidents. But, if you don't know something you are not afraid to ask a colleague.
What can you do?
- Knowledge of-and demonstrable experience with ICT user support in a Microsoft environment, with IOS and VMWare, having also performed hardware management;
- Experience in using an incident management system, such as Topdesk;
- Knowledge of and experience working according to service management procedures (e.g. ITIL);
- Thorough knowledge of-and experience with-the Incident Management process is a plus.
An organization where you make an impact from your role. We value your professionalism. There is room for your innovative ideas. After all, innovation is important to us.
You will be working at a municipality on the move where residents and employees are at the center. There are challenges to take up and the team you will be joining is busy laying the foundations for the future. You will have the space to develop yourself and contribute to an organization with impact. Working from home is possible!
About the Information Management, ICT & FD team
The Information Management, ICT & FD team is among other things, responsible for managing the technical infrastructure, Service Desk, ICT project management, functional application management, information policy, information architecture and information security(s) policy. In addition, we are responsible for all procurement in the area of ICT.
Digital security is also invested within the team, including a CISO, ISO, privacy officer and security officer.
In addition, the Geo-information, Business Intelligence and knowledge center teams also fall within the Information Management, ICT & FD team
At the municipality of Schiedam, we believe in diversity and inclusion. An inclusive city deserves an inclusive municipality. With us, you are part of an organization where respect, collaboration and open communication are the norm. We are committed to equal opportunities for all, actively removing barriers to ensure that all employees can develop and contribute, regardless of their background. We work together to create a sustainable, diverse and inclusive organization where everyone feels valued, heard and supported.
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