Senior Servicedesk Medewerker - Bureau - KNAW

Join Us in Amsterdam at KNAW!

Are you excited to work in various locations across Amsterdam and The Hague? Join us in the heart of Amsterdam at Nieuwmarkt. Our team is based at the Trippenhuis, home to the KNAW's staff bureau.

From here, you will support our institutes in using Teams, SharePoint, and other applications and systems. This is done both over the phone and on location at the institutes. You will handle incidents, service requests, and changes in accordance with process guidelines, focusing on both speed and quality. You act as the key link between the end user and various handlers.

Your Responsibilities

• Providing user support including first-line and some second-line support.
• Executing standard changes, creating accounts, installing hardware and software.
• Registering and monitoring requests and issues in the ITSM tooling.
• Actively seeking inefficiencies in ITSM processes and contributing to improvements.
• Assisting with the implementation of new procedures and functional adjustments of applications.
• Analyzing the use of applications to identify and implement improvements.
• Acting as a point of contact between the user organization and IT department.
• Collaborating with IT specialists and external suppliers to resolve technical issues.
• Communicating updates, changes, and relevant information to involved parties.
• Monitoring the performance and availability of applications and systems as per established standards (KPIs).
• Reporting on incidents, performances, and usage of applications to management and stakeholders.
• Analyzing trends and data to take proactive measures for system improvements.

What You Bring

• An HBO degree in information technology or comparable experience.
• At least 3 years of experience in service desk work or a similar role.
• Microsoft 365 Certified: fundamentals.
• Excellent communicative and interpersonal skills.
• Analytical and problem-solving skills.
• At least ITIL v3 or v4 foundation certificate.

Competencies We Seek

• Ambitious and eager to learn.
• Customer-focused and service-oriented.
• Problem-solving ability.
• Strong organizational skills.

What We Offer

• An exciting work environment with interesting challenges.
• Enthusiastic and passionate colleagues.
• Opportunities to contribute at operational and tactical levels.

About Bureau KNAW

The Royal Netherlands Academy of Arts and Sciences (KNAW) is the forum for and of excellent scientists. The KNAW is responsible for ten national research institutes and two institutes that offer infrastructure for research. Autonomous parts include De Jonge Akademie and the Academy of Arts. The Bureau of the KNAW assists members, boards, councils, committees, institutes, and management in performing their tasks.

Employment Conditions

The salary, dependent on education and experience, ranges from €3,502 to €4,812 gross per month for a full-time position (scale 9, CAO Dutch Universities/KNAW). This is exclusive of 8% holiday allowance, 8.3% year-end bonus, travel allowance, internet and home working allowance, and pension accrual at ABP.

The KNAW offers an excellent package of secondary employment conditions. A package that caters to the various needs of staff based on their life phase, lifestyle, or career ambitions. For a full overview of employment conditions, please visit our website.

Requesting a Certificate of Good Conduct (VOG) may be part of the employment procedure.

Diversity & Inclusion

The KNAW values a work environment where everyone feels welcome and appreciated. An environment that focuses on individual quality and development opportunities. Together, we strive for an inclusive culture embracing differences. We invite candidates whose background and experience will contribute to this. In case of equal suitability, preference goes to the candidate who strengthens diversity within the KNAW.