Service Desk Specialist

Full-time (38 hours per week)

The objective of this role is to manage and oversee cases, requests, and incidents within a specific service business domain, ensuring qualitative, easy and fast support across store operations. This role serves as a key point of contact for front office agents and internal business teams, handling complex issues and coordinating communication during critical outages or project rollouts. The position focuses on continuous improvement through data-driven insights, driving process enhancements, and fostering effective knowledge management across the organization. Additionally, the role is responsible for monitoring Service Level Agreements (SLAs), ensuring compliance, and leading performance-driven initiatives to optimize service quality and resolution times.

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

How we contribute to society

If you only know Action from its stores, a whole new world will open up when you come work with us. We work hard to make a positive impact on society and the environment. Join our team and discover how we combine strong growth with responsible business practices.

Interested?

We’re proud to be an inclusive employer and warmly invite anyone who identifies with this vacancy to apply. So take action and apply now!

What happens next:

1. Response to your application within 14 days
2. First interview with the manager and team member 
3. Second conversation with Manager Action Servicedesk 
4. Welcome to Action

Throughout the process, your recruiter is your permanent contact.