IS/IT Service Desk Employee (BBL apprenticeship program)

Responsibilities

• ▹Act as the first point of contact for internal customers, listening to and analyzing requests and providing a solution or escalating to second line when needed
• ▹Log incidents and create tickets based on customer reports, and manage and resolve first-line tickets
• ▹Prepare and distribute ordered hardware based on standard orders or individual requests
• ▹Support the onboarding process for new employees, including hardware setup and workplace guidance
• ▹Coordinate the preparation, availability and delivery of hardware together with the warehouse
• ▹Contribute to developing and updating user manuals, FAQs and operational tools
• ▹Follow established processes while actively contributing to service improvement and refinement

Requirements

• ▹Customer-focused attitude, able to explain and resolve technical issues clearly and calmly
• ▹Strong verbal and written communication skills, good listening ability
• ▹Initiative and quick problem resolution
• ▹Experience managing tickets, incidents and requests with proper documentation
• ▹Curious mindset, eager to continuously develop technical and customer-facing skills
• ▹Preferred: experience in a first-line support role, able to adapt quickly to technical questions
• ▹Flexible attitude, able to respond quickly to changing circumstances and priorities

Soft skills

What we offer

• ▹Dynamic workplace with plenty of room for personal and professional growth
• ▹Collaboration with an enthusiastic team focused on customer satisfaction
• ▹Varied role combining technical skills and customer-facing service
• ▹Inspiring work environment where you contribute to improving internal processes and tools

About the company

Thales is a global technology company designing solutions for aerospace, transportation, defense, security and space. The Thales Netherlands IS/IT team, with more than 150 colleagues, provides IT support to local business lines, working closely with the Thales group's international IS/IT departments.