Hiring a helpdesk employee (ML) for the Agency for Agriculture and Fisheries

Context / Requirements

It is for the benefit of the IT Operations service within the Digitalization and Organization department that the Agency for Agriculture and Fisheries wishes to hire a Service Desk employee.
This IT Operations service is responsible for bringing into production and maintaining the entire IT infrastructure, both in terms of software and hardware.

The tasks of the Service Desk employee are as follows:

• First-line helpdesk support: Ticket registration (creation, completion, dispatching to other teams, priority determination) and ticket resolution for first-line tasks
• Helping to ensure on-call availability
• Installing and managing the user desktop environment
• Installing and managing PC hardware and peripherals
• IT inventory and stock management
• Configuring and issuing smartphones
• Handling communication with the client side and reporting to the team lead and department head

The proposed candidates must at least meet the competencies listed below, which are presented in order of importance. This must be evident from the candidates' CVs. Candidates who do not meet these minimum requirements will not be considered in the selection process.

Technical competencies

• Candidates must have at least 60 months of full-time professional experience in ICT, of which at least 48 months as a servicedesk employee
• Demonstrable experience in using servicedesk tools (e.g. Omnitracker) and managing a CMDB
• Clear and understandable communicator via telephone
• Demonstrable knowledge of Windows Active Directory: User management, Computer management, DHCP, DNS, DFS, File management, Group policies at the level of users and computers
• Demonstrable knowledge of and experience with management and installation of Windows desktop environments: Windows 11, Office 2016 or newer, PC installation, Adding and removing PC hardware, Windows Deployment Services, SCCM
• Demonstrable experience with management and user support in a Citrix-based environment and on virtual machines (VMware) - should have
• Demonstrable experience with management of VPN technology such as DirectAccess or Always On VPN - should have
• Demonstrable experience with management of mobile devices in a professional environment (e.g. Mobile Iron or Microsoft Intune) - should have

Personal competencies

• Willingness to perform telephone work
• Willingness to travel (driving license B)
• Ability to work in an organized manner in compliance with procedures such as ITIL, COBIT, etc.
• Customer-oriented work (towards users)
• Flexibility: flexible working hours
• Willingness to work occasionally during weekends and evenings
• Analytical and synthetic thinking skills
• Communication skills and social fluency
• Team spirit and independence
• Level of motivation for the execution of the assignment

It is for the benefit of the IT Operations service within the Digitalization and Organization department that the Agency for Agriculture and Fisheries wishes to hire 1 Service Desk employee.
This IT Operations service is responsible for bringing into production and maintaining the entire IT infrastructure, both in terms of software and hardware.