Graduation: Designing a Learning Approach for Customer and System Knowledge in a 24/7 Service Desk

This graduation assignment focuses on designing a learning approach to build customer and system knowledge for 24/7 service desk employees.

Description of assignment

Our service desks onboard several newly delivered systems per year. Our service desk engineers are in direct contact with the customer in case of incidents. Understanding the operations of these customers is of vital importance to correctly assess urgency and impact for the customer. We need a learning approach how to bring the required customer and site knowledge to our 24/7 shift employees.

Department description

The service desk EU-APAC consists of 1st, 2nd and 3rd line engineers that work 24/7 to solve incidents, problems and to execute changes for over 500 customers globally. The department consists of 150 employees working in Australia, Germany, Veghel. We face the daily reality of keeping systems running smoothly. You’ll join operations and regular stand-ups, contribute to real use cases, and get the freedom to explore your own ideas.

Tasks/responsibilities

• Understand the service desk processes and customer needs
• Identify critical/required competences
• Specify the skills and knowledge needed to support those competences
• Define learning goals and design learning approach
• Create and execute pilot learning program
• Execute pilot learning program

Your profile

• Curious about logistics and how we service customers
• Proactive mindset and not afraid to work together with different teams
• Strong analytical skills to translate complex processes into clear improvements
• Clear and confident communicator, able to share insights and exchange information effectively with colleagues
• Mandatory enrolment to a Dutch Education System & resident of The Netherlands