ICT Support Officer

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Organisatie

Cordaid is an international organisation for development and humanitarian assistance, working especially in fragile and conflict-affected regions. Christian values of human dignity, justice, compassion, and care for the earth guide our work. Our mission is to work towards a world without poverty and with equitable opportunities for all.

More than 1.9 billion people live in these regions. Their quest is universal: to live in dignity. Cordaid addresses the root causes of fragility. We listen to people's needs and support locally-led programmes to strengthen and improve healthcare, education, agrifood and justice systems. Where disaster strikes, we join our partners in humanitarian action.

Cordaid is rooted in the Netherlands and has office branches in 15 countries in Africa and Asia with decades of in-country expertise. Approximately 900 employees dedicate themselves every day to fulfilling Cordaid's mission. We are also a member of international networks and alliances, such as Caritas Internationalis, ACT Alliance, and CIDSE.

Taken

As a ICT Support Officer, you will be the primary point of contact for technical assistance within our international organization. Through our ticketing system, you will handle incoming support requests, troubleshoot issues, and ensure high‑quality, service‑oriented support to staff across multiple countries. Your role is essential in enabling colleagues to work efficiently, securely, and without interruption.

First-Line Support (Service Desk):

  • Serve as the first point of contact for all ICT-related requests via the ticketing system, email, phone, or walk‑ins.
  • Register, categorize, prioritize, and assign tickets while ensuring accurate and complete documentation.
  • Provide direct support for common issues such as account access, password resets, device setup, and standard software problems.
  • Deliver quick and customer-oriented solutions that minimize downtime for end users.
  • Monitor ticket queues to ensure response times meet agreed service levels.

Second-Line Support:

  • Handle escalated or more complex technical issues that require in‑depth troubleshooting.
  • Diagnose and resolve issues related to workstations, mobile devices, network connectivity, printers, and user applications.
  • Support the deployment and maintenance of hardware, software, and organizational systems.
  • Perform root-cause analysis for recurring incidents and propose improvements.
  • Collaborate with third-line specialists, vendors, or external support when required.

Functie-eisen en profiel

  • You have completed a vocational education or degree in IT, Computer Science, or a related field.
  • You have 1–3 years of experience in ICT support (first or second line).
  • You have strong troubleshooting skills in Windows/macOS, Microsoft 365, networking, and ticketing systems.
  • You have excellent communication skills in English; additional languages, French in particular, are an advantage.
  • You have a strong service mindset with the ability to stay calm under pressure.
  • Ability to work independently and collaboratively in an international environment.
  • Experience working in an INGO, humanitarian, or non‑profit environment.
  • Knowledge of ITIL principles.
  • Familiarity with cloud-based services and identity management tools.
  • Experience with remote support tools and distributed user bases.

Ons aanbod

  • Meaningful work supporting an organization with global social impact.
  • A collaborative team environment focused on service and continuous learning.
  • Opportunities for professional development and technical growth.
  • Flexible and international work dynamics.
  • A gross monthly salary of € 2.967,- up to € €4.521,-based on a 36-hour week, depending on years of relevant experience, a 8% holiday allowance and a year-end bonus of 8.3%.
  • A position for 1 year with the possibility of extension, starting as soon as possible.

Informeren en solliciteren

Applications including a motivation letter and CV in English for the attention of Naiema Habiboellah, HR Administrator, including the contact details of references at the last two employers can be uploaded through our website:

https://www.cordaid.org/en/working-for-cordaid/372722-ICTSupportOfficer-6282/

For information on the content of the advertised position you may contact Johan Storteboom, Head of IT, through jsto@cordaid.org.

Your application must be received 17 March 2026 at the latest.

Cordaid is fully committed to a safe working environment and the highest integrity standards. To read more on our commitment to Integrity, click here: https://www.cordaid.org/en/who-we-are/integrity-and-code-of-conduct/ An integrity screening will be part of this application procedure. Cordaid signed up to the IASC Misconduct Disclosure Scheme.

Applicants must be nationals of an European Union member State, or have a valid work permit for the European Union and reside currently in The Netherlands.

An assessment and / or a presentation of a “case study” can be part of the selection procedure.

For more information about Cordaid, please visit our website: www.cordaid.org.

Acquisition regarding this vacancy is not appreciated.