Service Desk Specialist

Voor de rol van Service Desk Specialist ben je verantwoordelijk voor het beheren en overzien van cases, requests en incidenten binnen een specifiek service business domain, met als doel kwalitatieve, eenvoudige en snelle ondersteuning te bieden aan de store operations. Je bent een belangrijk aanspreekpunt voor front office agents en interne business teams, behandelt complexe issues en coördineert communicatie tijdens kritieke outages of project rollouts. Je werkt continu aan verbetering op basis van data-inzichten, stimuleert procesoptimalisaties en borgt effectieve knowledge management binnen de organisatie. Daarnaast monitor je Service Level Agreements (SLA’s), bewaak je compliance en leid je performance-gedreven initiatieven om servicekwaliteit en oplostijden te optimaliseren.

Some examples of your tasks

• Manage and oversee cases, requests, and incidents within a specific service business domain
• Act as single point of contact for escalations from front office and internal stakeholders
• Coordinate communication during major outages and critical incidents
• Support and coordinate service setup during project rollouts
• Organize and lead performance review meetings with stakeholders
• Follow up on agreed SLA with internal stakeholders
• Extract and analyze data, identify trends and translate them into improvement actions
• Create, maintain and optimize knowledge articles and standard solutions

This is your team

The Action Service Desk (ASD) is part of Central Store Operations and is based at our International Headquarters in the Netherlands. The department supports our international store organization with one objective: engaged employees and satisfied customers, while keeping the store operating model simple, uniform, scalable and efficient.

The Action Service Desk is the central point of contact for (assistant) store managers and regional managers across all countries in case of incidents, requests and questions. As a Service Desk Specialist, you are part of the Backoffice team and report to the Team lead Service desk.

This is you

• HBO working and thinking level
• Minimum 5 years of experience in a Service Desk Backoffice role
• Strong analytical skills (Excel, reporting, trend analysis)
• Experienced in SLA management and incident coordination
• Excellent command of English (written and spoken)
• Structured, decisive and able to maintain overview under pressure
• Strong stakeholder management and communication skills

What we offer

A surprising amount! From our international headquarters in the Netherlands, you’ll have an impact on what happens in our stores across Europe. At Action, we welcome over 15 million customers every week to more than 3,000 stores in 14 European countries. We have significant growth ambitions, both for Action and for you. Because our growth means you can always take new steps. A different position, an interesting innovation project, new skills: you can continue to develop as a professional. And all of this in a culture where our shared values are truly lived: customer focus, teamwork, simplicity, discipline, cost-consciousness and respect.

Did you know that you can also count on us for:

• A competitive salary based on a 38-hour working week
• 24 days of vacation and the option to purchase 5 additional days (based on a 38-hour week)
• A fixed-term contract with the intention of offering you a permanent contract in the long term
• Flexible working hours and the option to work from home up to 40% of the time
• 15% staff discount on your purchases at Action
• A good pension scheme and travel allowance