Service Desk Analyst

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, transportation, defense, security and space, our architects design innovative solutions that enable the future of today.

TOGETHER WE MAKE THE BIG AMBITIONS OF TOMORROW POSSIBLE TODAY

In this role 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 in 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 started a few years ago. As a learning organization we fully embrace the agile principles and strive for excellence through continuous improvement. We are not afraid to fail, as long as we can learn from it.

**About your future job**
As a service desk employee, you ensure that end users, our internal customers, who experience problems are helped quickly. You do this within our End User Support squad. The people in this squad belong to the first-line or second-line support. For this position, we are looking for someone with experience who wants to handle incidents within the first line as well as the second line. The expectation is that after a period you will move completely to the second line, where you focus on the more complex incidents.

The unique thing about this position is that in addition to providing first-line support via the telephone and the incident management system, you also participate in the rotation at our Genius Bar. This means that every 4-5 weeks you also work a week at the Genius Bar where you physically receive people and can help them with their incidents. Delivering IT hardware is also part of the work at the Genius Bar.

**The most important tasks are**:

- Being the point of contact for our end users for technical issues and you solve them. Independently or with the help of other members from your squad or another squad.
- Monitoring the tickets you have created and/or tickets that are in your name.
- Supporting end users at the service desk.
- Helping to keep our knowledge base for end users up to date.

Why are you a good match?
We are looking for a new colleague who:

- Has at least a completed MBO level 4 education (ICT).
- Has work experience at a service desk.
- Knows how to successfully resolve more complex incidents.
- Has knowledge of incident / service management systems. Knowledge of ServiceNow is a plus.
- Learns quickly and can easily make contacts.
- You have the ambition to continue to develop yourself and you like to have your career in your own hands.

**What do you get in return?**

- A challenging job in a fun team within our high-tech, innovative working environment. Including plenty of room for your own initiative and good ideas. - Opportunities for personal and professional development within the organization, for example in technical, commercial or international areas.
- Valuable international collaborations with colleagues from 68 countries.
- A comfortable workplace in a modern environment, with attention to flexibility and the right work-life balance.
- You can usually work wherever and whenever you want. At Thales, we aim for a 60/40 balance, where you can work from home at least two days a week if your role allows it.
- A good salary, appropriate travel allowance and the opportunity to personalize your employment conditions annually: for example, you can exchange days off for internet costs, our bicycle plan, company fitness and moving costs.
- 40 vacation days per year. Yes, really.

Interested?
To ensure that we are a good match, we may ask you to participate in an assessment.

**Diversity Statement**
We believe that your job should support the right work/life balance and be the platform to realize your ambitions. This means that equal opportunities, inclusivity and an informal culture are essential to our success. But also that your health and happiness are very important to us That is why we offer you the flexibility to do what is important to you; whether that is working part-time, working from home, or the possibility to be flexible in your start and end times, we think along with you.

Security Requirements