Graduation: Designing a Learning Approach for Customer and System Knowledge in a 24/7 Service Desk
About this role
Job Title
Graduation: Designing a Learning Approach for Customer and System Knowledge in a 24/7 Service Desk
Job Description
Assignment type: Graduation
Start date: September 2026
Assignment duration: 5-6 months
Location: Veghel
Education level: Bachelor / Master
Desired study: Industrial Engineering, Supply Chain Management or related
Language: Dutch/English
Description of assignment
Our service desks onboards 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 Understand 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
Contact
Do you recognize yourself in this challenging profile? Are you looking for an internship in our organization? Please fill out the application form and upload your resume and cover letter. For more information, contact us by e-mail: [email protected].