IS/IT Service Desk employee (BBL track)

Location: Hengelo, Netherlands

About the team

In rapidly changing markets, customers worldwide rely on Thales. Thales is a company where brilliant people from all over the world come together to exchange ideas and inspire each other. In the fields of aerospace, transport, defense, security, and space, our architects design innovative solutions that make the future of today possible.

In this position, you will work in the IS/IT team of Thales Netherlands. IS/IT is the core of the Thales digital transformation; there is a close relationship between IS/IT and the business.

With a team of 150+ colleagues, we provide IS/IT support to our NL colleagues across various Business Lines and functions. The IS/IT department of Thales Netherlands works closely with the international IS/IT departments of the Thales group. Our Agile transformation journey began several years ago. As a learning organization, we fully embrace agile principles and strive for excellence through continuous improvement. We are not afraid to fail, as long as we can learn from it.

Are you the first person internal customers rely on for technical support? As a Frontdesk Support Officer within our End User Support Squad, you are the first point of contact for customers who have technical questions or problems. You ensure that incidents and requests are resolved quickly and efficiently, and you ensure a smooth customer experience.

In this role, you provide first-line support and are responsible for the rapid resolution of incidents, requests, and problems. You do this both by telephone and physically at the Genius Bar, where you receive customers, help them, and offer advice. If the problem cannot be resolved immediately, we escalate it to the second line. Additionally, you are responsible for managing hardware requests, preparing equipment for new employees, and supporting onboarding.

• First point of contact for customers: You are the point of contact for technical questions and problems from internal customers. You listen to their requests, analyze the problem, and offer a suitable solution or escalation to the second line if necessary.
• Incident and ticket management: You log and create incidents based on customer reports and requests. Additionally, you are responsible for managing and resolving tickets on the first-line service.
• Hardware management and distribution: You prepare the hardware ordered by customers and ensure the distribution of hardware via standard orders or upon request.
• Onboarding and hardware configuration: You support the onboarding process of new employees, including setting up hardware and guiding them in the working environment.
• Coordination of hardware deliveries: You coordinate the preparation, availability, and delivery of hardware in collaboration with the warehouse and ensure efficient planning.
• Improving service: You assist in developing and updating user manuals, FAQs, and operational tools to continuously improve the service.
• Monitoring and improving processes: You follow the established processes, but actively contribute to the improvement and refinement of the service.

• You have a customer-oriented attitude and can explain and resolve technical problems in a clear and calm manner.
• You have strong communication skills, both oral and written, and can listen well to the needs of the customer.
• You take initiative and ensure that customer problems are resolved quickly.
• You have experience managing tickets, incidents, and requests and ensure good documentation.
• You have a curious attitude and want to continuously learn to further develop your technical and customer-oriented skills.
• Preferably, you have experience working in a first-line support function and can switch gears quickly when dealing with technical issues.
• You have a flexible attitude and can respond quickly to changing circumstances and priorities.

What do we offer?

• A dynamic workplace with plenty of room for personal and professional growth.
• The opportunity to collaborate with an enthusiastic team striving for customer satisfaction.
• A varied role in which you provide both technical skills and customer-oriented service.
• An inspiring work environment in which you contribute to the improvement of internal processes and tools.

Do you want to strengthen our team? Apply now and become part of our End User Support Squad, where you make the difference for our internal customers!