IT Service Desk Representative

We are looking for an IT service desk agent who not only resolves technical issues quickly and efficiently, but also contributes to an optimal user experience. You will be the first point of contact for our users. When necessary, you will effectively coordinate with the relevant specialists and vendors, and work with them to find a solution. You have a professional work ethic, exude customer-friendliness, and are a true team player. You also perform well independently.

What will you be doing?

As a service desk agent, you are the first point of contact for all AHK users regarding the services provided by the I&A Department. Your responsibilities include:

• Perform call logging using TOPdesk as the logging tool.
• Resolve basic customer inquiries regarding workplace support immediately via Teams or by phone.
• Coordination with colleagues in secondary and tertiary care, and sometimes with suppliers, for more complex issues and referrals.
• Support for conducting tests or rolling out IT projects.

For this position, you must be physically present on-site.

What are you bringing?

• At least 3 years of experience as an IT service desk agent.
• Experience and knowledge of TOPdesk, ITIL, Office 365, Windows, macOS, Microsoft Azure, Ivanti, and TeamViewer
• Fluent in both Dutch and English, enabling you to effectively support English-speaking employees as well.
• Requesting references is part of the process. We ask that you provide two references during your interview.

This is us

The Amsterdam University of the Arts (AHK) comprises the Breitner Academy, the Academy of Architecture, the Conservatorium van Amsterdam, the Netherlands Film Academy, the Reinwardt Academy, and the Academy of Theatre and Dance. Through a wide range of specialized bachelor’s and master’s degree programs, the AHK prepares students for careers in the national and international fields of art, culture, and heritage. 

Within the Amsterdam University of the Arts (AHK), support services are centralized within the Service Bureau, which consists of the following departments: Group Control, Central Administration and Procurement, IT & Automation (I&A), Quality, Communication, and Policy, Information Management, Facilities and Management, and Human Resources (HR).

The I&A Department is responsible for preparing, coordinating, and implementing the information policy for the entire Amsterdam University of the Arts (AHK). The department manages and maintains all applications formally in use within the AHK for the purposes of education, operational management, and office automation. We also manage and maintain the IT infrastructure and support all staff and students in the use of IT equipment, products, and services. The visibility of the I&A Department, ensured by the presence of Service Desk staff on the work floor, is considered a key success factor.

Here's what we offer

Are you interested in building a career as a service desk agent in the IT sector? At the Amsterdam University of the Arts (AHK), we offer you the opportunity to shape your IT career. The position is classified in pay scale 7, with a maximum gross monthly salary of €3,890.41 for full-time employment (40 hours per week). Employment and compensation are governed by the collective labor agreement for higher professional education (CAO-HBO); pay grade is partly determined by education and work experience. The AHK offers a competitive benefits package, in accordance with the collective labor agreement for higher professional education (CAO-HBO), including an end-of-year bonus of 8.3%, an ABP pension plan, generous vacation time, a travel allowance or work-from-home allowance, and opportunities for further education and professional development. 

This is initially a one-year contract; if your performance is satisfactory, there is a possibility of a permanent position. You will be working in an inspiring and informal work environment on Hortusplantsoen in the heart of Amsterdam. The nature of the work requires you to be present at the workplace. 

You can here Get to know some of our staff and students. 
If you are hired as our new colleague, we will require a Certificate of Good Conduct (VOG) upon your start date.

Interested?

For more information about the position, please contact Paul van Haeff, Interim Manager of the I&A Service Desk, tel: 06-6122699. Do you meet the job requirements listed above and would you like to apply right away? Please send your cover letter and resume by April 20, 2025, to the Amsterdam University of the Arts, attn: Paul van Haeff, via vacature-sb@ahk.nl Please include “Service Desk Representative Job Opening” in the subject line. 

_The AHK is deeply rooted in society and is committed to diversity and equal opportunity. We welcome employees from diverse backgrounds and strive to create an inclusive work environment where everyone feels safe and respected.

_We prefer to assemble our team ourselves and therefore will not consider any recruitment efforts in response to this job posting.