Working for a government organization, but not as a military professional? You truly contribute to a safe country. You will work for an IT command dedicated to supporting colleagues both domestically and internationally: with the best equipment, supplies, and ICT. This enables them to perform their tasks as effectively and efficiently as possible.
What you will do. As an ICT Quality Employee within the Quality team of a service desk, you play a key role in ensuring service quality. You ensure that service desk employees have up-to-date knowledge, perform quality controls, and constructively discuss areas for improvement. You coach employees on customer-oriented communication and support their development. Additionally, you are responsible for onboarding new colleagues and providing information sessions on changes in processes or services.
With your knowledge and initiative, you actively contribute to a better customer experience and continuous improvement of the service desk.
- Coaching, guiding, and training service desk employees
- Performing quality controls and preparing reports
- Improving processes and stimulating knowledge sharing
- Giving workshops and information sessions
- Conducting customer satisfaction surveys and handling complaints
What they ask Knowledge/Education requirements:
- Minimum MBO 4 diploma in an ICT-related field
- Certified in ITIL (v3 or v4)
- In possession of a recent certification such as Microsoft - 102 (Endpoint Administrator) or CompTIA A+
Further job requirements:
- 1 to 2 years of work experience as an ICT helpdesk employee
- Demonstrable experience in creating quality reports
- Familiar with working with an activity registration system
- Proficient in operational ITIL processes
- Possesses demonstrable didactic skills
Profile
We are looking for someone who:
- Possesses coordinating skills
- Is good at coaching and guiding
- Is results-oriented and customer-focused, can act pragmatically, and has a sense of responsibility
- Is good at analyzing and is inventive
- Is flexible and good at collaborating
- Takes initiatives where necessary
How to apply
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