Application Support

Job description

Tony’s Chocolonely is committed to ending exploitation in cocoa. We are an impact company that makes chocolate, not a chocolate company that makes impact. With incredibly tasty chocolate, we lead by example, demonstrating that ethical practices and success can go hand in hand. Through Tony's Open Chain (TOC), mission allies like Albert Heijn, Ben & Jerry's, Jokolade, and Aldi have embraced a fairer, more transparent supply chain for their chocolate too.

As our Application Support, you act as the first point of contact for all IT questions across Tony’s global community, making this a highly visible and impactful role. You investigate, solve, and route IT tickets using Halo, ensuring everyone can work smoothly and effectively. You take ownership of the service desk by bringing structure, improving documentation, and helping Tony’s move toward a more self-service way of working. You work independently while staying closely connected and supported by colleagues and support partners across the business. In your first months, you will focus on getting up to speed with Tony’s way of working and, with time, help strengthen processes, improve service levels, and explore how AI can support the service desk. Over time, you help elevate the desk so you can focus more on complex and value-adding challenges.

All wrapped up

• Act as the first point of contact for all IT tickets, resolving issues directly or routing them effectively across support layers
• Manage and structure the ticket backlog in Halo, ensuring SLA adherence and clear communication
• Build and continuously improve documentation and the IT knowledge base to enable self-service
• Identify recurring issues and translate them into structural improvements and long-term solutions
• Collaborate with internal IT colleagues and external partners to improve service quality and user experience
• Explore and implement opportunities to use AI and smarter ways of working within the service desk

Our new flavor

• You bring relevant experience in application or technical support (e.g. ERP, CRM or similar environments) and a basic technical foundation
• You are a strong communicator, a great listener, and naturally approachable and service-minded
• You work in a structured way and enjoy problem-solving with clarity and ownership
• You have a genuine curiosity for IT applications and a strong motivation to keep learning and improving
• You are comfortable working independently in a role without direct peers while staying connected across the organization
• You have familiarity with ITSM principles and tooling (Halo is a plus) and solid documentation skills
• We are all about being more in person than apart; this means we offer flexibility but see each other in the office on average 3 days a week. More is fine too!
• Believe wholeheartedly in Tony’s purpose. You live our core values: outspoken, in it together, entrepreneurial, raise the bar and makes you smile.

Our benefits (the icing on the cake)

At Tony's you will get the opportunity to be part of something extraordinary; first and foremost, by making real impact in the world while also enjoying the benefits we provide as you help us succeed. We’re dedicated to enabling all Tonys to grow and develop their careers and therefore offer training programs, regular feedback cycles, coaching and a generous L&D budget. We also offer a wide range of additional benefits, including a luxurious vege-lunch, company bonus, minimum of 28 holidays, inspirational team updates, unforgettable events and unlimited chocolate.