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Servicedesk / Helpdesk Officer

Geplaatst: 04-04-2018
Sluitingsdatum: 25-04-2018
Hotelschool The Hague
Amsterdam (Noord-Holland) 
Ondersteunend / Staf 
HBO, MBO en lager 
Tijdelijk, Vast 
min. 0,6 fte, max. 0,8 fte 
max. 05 (€1.746,34 - €2.486,41) 
Stafdienst (algemeen) 


General function description

The service- and helpdesk is part of the ICT Shared Services department and is the first point of contact for students, employees and external parties. The Servicedesk/Helpdesk Officer is responsible for providing first line support activities, escalating to back offices, monitoring progress processes and identifying bottlenecks.

Tasks and responsibilities

  • Acts as an initial point of contact for students and employees contacting the help and service desk;

  • Acts as a point of contact for external parties (parents, schools, candidates, companies and alumni);

  • Deals with independent, various standard 1st line requests, incidents and questions which are sent to the help and service desk, either by telephone, face-to-face or via email and prioritises incoming requests, incidents and questions;

  • Provides standard instructions to users;

  • Contributes to the drafting of procedures;

  • Responsible for the continuation of non-standard 1st line requests to the 2nd line and monitors their progress;

  • Registers and classifies notifications and monitors their progress in the information system (Topdesk);

  • Organises the process regarding the issuing and taking of examinations during the exam weeks;

  • Assists with simple ICT issues at the desk or in classrooms;

  • Contributes (on own initiative) in improving the effectiveness of the helpdesk and service desk.


Hotelschool The Hague was founded in 1929, making it one of the oldest independent hotel schools in the world. Since 1929, Hotelschool The Hague has been renowned for its education and innovative research, and is ranked among the Top 5 Hospitality Management Schools in the world. The school has two campuses, one in The Hague and one in Amsterdam with over 2500 students, an international student intake of over 40% and more than 250 employees.

For the last four years, Hotelschool The Hague has been voted best public hotel school in The Netherlands. Furthermore, Hotelschool The Hague’s Master in International Hospitality Management has been voted Best Master in Business Administration 2017 in The Netherlands by 'Keuzegids Masters 2017'. Graduates of Hotelschool The Hague occupy leading positions in the hospitality industry all over the world.


Hotelschool The Hague is looking for a:

Servicedesk / Helpdesk Officer

(0.6 – 0.8 FTE)

Campus Amsterdam


The service- and helpdesk is part of the ICT Shared Services department and is the first point of contact for students, employees and external parties.

Functie eisen

Candidate profile
You have/are:

  • A Bachelor degree or professional and intellectual skills at Bachelor level;

  • Good oral and written command of Dutch and English;

  • Relevant work experience, preferably in education or within a hospitality focused organisation;

  • Practical knowledge of automation and skills in solving simple (1st line) IT problems;

  • Excellent computer skills, experience with Microsoft Office and Office 365;

  • Affinity with education and IT;

  • Affinity with the hospitality sector.


  • Representative: tasks are mostly carried out from behind the Service desk

  • Stress resistant: able to work under pressure

  • Team player: able to collaborate with colleagues 'across' various back offices

  • Flexibility: multi-task, able to switch between different activities

  • Integrity: able to handle confidential information with care

  • Oral communication: use clear examples to clarify matters

  • Initiative: open to change, improvement and innovation

  • Accuracy: able to carry out work with great precision


Conditions of employment
Hotelschool The Hague offers a salary based on scale 5 with a range between € 1,746.34 and € 2,486.41 depending on your professional experience and qualifications. In addition, Hotelschool The Hague offers an excellent package of fringe benefits.

  • A 13th month;

  • Employees with working weeks of 40 hours are entitled to 428 hours (53 days) of leave with retention of salary per calendar year;

  • A retirement pension through ABP;

  • Opportunities for further education;

  • The possibility to participate in collective (health) insurance.

Contact informatie

Additional information

To apply for this position, go to: http://hotelschool.nl/en/about-us/vacancies  select Servicedesk / Helpdesk Officer and select the “apply” tab on the right portion of the screen.

Please send your application letter and CV in English, to the attention of Ms L.E. Overwater, HR Advisor. The application deadline is 25 April 2018. The starting date is as soon as possible.

An English language proficiency test will be part of the selection procedure.

You are willing to work at both our school campuses in Amsterdam and The Hague.

For more information about working at Hotelschool The Hague please visit our website: www.hotelschool.nl/en/about-us/work

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