Application Support (ITSM)

TL;DR

Application Support (ITSM): Managing and resolving IT tickets for a global community with an accent on service desk structure and documentation. Focus on improving self-service capabilities, maintaining SLAs, and exploring AI integrations for support efficiency.

Location: Hybrid in Amsterdam, Netherlands (average 3 days a week in office)

Salary: €46,000 - €57,000 per year

Company

An impact company committed to ending exploitation in the cocoa industry by producing ethical chocolate.

What you will do

• Act as the first point of contact for all global IT tickets, resolving issues directly or routing them effectively.
• Manage and structure the ticket backlog in Halo to ensure strict SLA adherence and clear communication.
• Develop and continuously improve the IT knowledge base to enable user self-service.
• Identify recurring issues and translate them into structural, long-term technical solutions.
• Collaborate with internal IT colleagues and external partners to enhance service quality and user experience.
• Explore and implement AI opportunities and smarter workflows within the service desk.

Requirements

• Relevant experience in technical or application support (e.g., ERP, CRM, or similar environments).
• Familiarity with ITSM principles and tooling (experience with Halo is a plus).
• Strong communication skills and a naturally service-minded approach.
• Ability to work independently and maintain high-quality technical documentation.
• Must be based in or able to work from the Amsterdam office on average 3 days a week.

Culture & Benefits

• Generous L&D budget, training programs, and regular feedback cycles.
• Competitive salary including holiday pay and a company bonus.
• Minimum of 28 holidays per year.
• Unique perks including luxurious vegetarian lunches and unlimited chocolate.
• A mission-driven environment focused on equity and justice.