This unit is responsible for ensuring well-functioning IT applications and infrastructure (this includes mobile and internet telephony).
Within the unit, the team is responsible for:
providing technical assistance on IT applications and infrastructure,
designing the IT architecture,
managing and monitoring the IT infrastructure,
assuring the right level of IT security,
managing the IT suppliers.
The IT Servicedesk Technician is responsible for providing technical assistance to (internal) customers on IT applications and infrastructure.
Result areas of the job
The IT Servicedesk Technician is responsible for the well-functioning of the daily intake process.
The IT Servicedesk Technician is primarily customer oriented. He/she is responsible for answering questions as well as taking care of a smooth incident and problem handling process on behalf of the (internal) customer. By asking to the point questions, the IT Servicedesk Technician gets to the core of the issue. Based on this assessment, he/she takes the necessary action to get a solution for the customer. This can be done by his/her own solution or by rerouting the incident or problem to the right team / (external) service supplier. He/she acts to improve overall IT awareness and competence through pro-active user engagement (webinars, training, documentation, etc.).
Third parties & suppliers
The IT Servicedesk Technician is responsible to act as liaison between the user and third parties and suppliers.
The IT Servicedesk Technician is responsible for executing so-called known IT changes. These IT changes are described in the IT Handbook.
IT Policies and Procedures
The IT Servicedesk Technician fulfills a signaling function within the organization to ensure appropriate procedures are developed and adhered to, with the purpose of optimizing systems and applications. He/she ensures appropriate documentation for systems by writing documentation including operational handbooks, manuals, and online help systems.
Education, skills and experience
Secondary vocational (equal to ‘MBO-level’ in the Netherlands or Vocational (equal to ‘HBO-level’ in the Netherlands) in Information Management, Information Technology or other relevant field,
Minimum of 3 years of relevant working experience in a similar position,
Knowledge of and experience with Agile/Scrum development methodologies,
Knowledge of and experience with Office365, Azure and Salesforce,
Fluent in English,
Parttime available (24-32 hours a week, working days to be discussed).
Stress Tolerance, Initiative (shared Oikocredit competence), Client and service orientation, Cooperation (shared Oikocredit competence), Verbal communication and presentation, Written communication, Planning and organizing.
Open Positions from Oikocredit, Ecumenical Development Cooperative Society U.A.