Facilities Service Desk Employee

TNO; Den Haag; On-site; EUR 29,000 - 39,000; Full time

Benefits offered by this job

8% holiday pay

13th month bonus 8.33%

Flex budget 5.58% + €180

Job summary

TNO is seeking a Facilities Service Desk Employee to be the first point of contact for approximately 5,000 colleagues on facilities and technical questions. You’ll handle requests, coordinate incidents, and work across 25 locations, ensuring safe and efficient operations.

You’ll join a 5-member team, with opportunities to improve services, contribute ideas, and grow within a professional, innovative environment. A Certificate of No Objection and VOG are required for this role.

Qualifications

• Several years of experience in a facilities management or service-oriented role.
• Experience working on a Service Desk is an advantage.
• A proactive attitude; you see what needs to be done and take initiative.
• Strong communication skills and a customer-focused mindset.
• A solution-oriented approach and a good sense of priorities.
• Strong digital skills and the ability to switch quickly between different systems and tasks.
• Experience with FMIS systems is an advantage.
• A Certificate of Conduct (VOG) is required before starting a new job at TNO.
• A Certificate of No Objection issued by AIVD is mandatory (security screening).

Responsibilities

• Receiving, registering, and resolving facilities and technical requests and incidents.
• Maintaining contact with colleagues, suppliers, and technical service partners.
• Coordinating and monitoring incidents and service requests.
• Reserving meeting rooms and supporting catering requests.
• Identifying bottlenecks and opportunities to improve services.
• Keeping service information up to date within FMIS.
• Working with contract managers, suppliers, and site coordinators to ensure service quality.

Skills

Customer service

Proactive attitude

Communication skills

Prioritization

Digital literacy

Education

MBO+ level (vocational/higher vocational)

Job description

About this position

Are you service-oriented, practical, and do you enjoy variety in your work? Do you get energy from solving questions and supporting colleagues? Then we are looking for you! For our Facilities Service Desk, we are looking for an experienced, enthusiastic, and proactive colleague who contributes daily to providing excellent services to our employees and visitors.

What will be your role?

As a Facilities Service Desk Employee, you will be the first point of contact for nearly 5,000 colleagues regarding facilities and technical questions, reports, and service requests. Working at the heart of our facilities organization, you ensure that issues and requests are handled quickly and professionally.

With more than 230,000 m² of buildings, approximately 25 locations across the Netherlands, 250 meeting rooms, and various specialized research facilities, no two days are the same. Each location has its own characteristics, regulations, and challenges. For example, some sites operate under strict defense requirements, while others have specific safety regulations due to laboratories and research facilities.

• Receiving, registering, and resolving facilities and technical requests and incidents.
• Maintaining contact with colleagues, suppliers, and technical service partners.
• Coordinating and monitoring incidents and service requests.
• Reserving meeting rooms and supporting catering requests.
• Identifying bottlenecks and opportunities to further improve our services.
• Keeping service information up to date within our FMIS system.
• Working closely with contract managers, suppliers, and site coordinators to ensure the quality of our services.

What makes this role unique?

• A varied work environment No two days are the same. You interact daily with a wide range of colleagues, suppliers, and locations, each with their own questions and challenges.
• A high level of responsibility You play a crucial role in ensuring our facilities services run smoothly. Thanks to your efforts, colleagues can work comfortably, safely, and efficiently.
• Continuous improvement and innovation Because you work closely with our customers, you have a clear view of where improvements can be made. Your ideas and contributions are valued.
• A strong team spirit You will join a close-knit and engaged team of five colleagues where collaboration, knowledge sharing, and supporting one another are key.

What we expect from you

• MBO+ level of education and thinking ability (vocational/higher vocational level).
• Several years of experience in a facilities management or service-oriented role.
• Experience working on a Service Desk is an advantage.
• A proactive attitude; you see what needs to be done and take initiative.
• Strong communication skills and a customer-focused mindset.
• A solution-oriented approach and a good sense of priorities.
• Strong digital skills and the ability to switch quickly between different systems and tasks.
• Experience with FMIS systems is an advantage.
• A certificate of Conduct (VOG) is required before starting a new job at TNO.
• As you will be working for clients in the domain of defence and security, a Certificate of No Objection issued by AIVD (the Dutch General Intelligence and Security Service) is mandatory. This means you will have to undergo a security screening.

Who are you?

You are someone who enjoys organizing, coordinating, and supporting others. You remain calm when multiple requests come in at the same time and know how to set the right priorities quickly. You are service-minded, work accurately, and enjoy interacting daily with colleagues, suppliers, and other stakeholders.

Together with your colleagues, you ensure that our facilities services make a difference every single day.

What you'll get in return

• Challenging and varied work with a real impact. And plenty of opportunities as, at TNO, you are in charge of shaping your career.
• We offer a gross monthly salary between €2,600 and €3,500 (based on your knowledge and experience), 8% holiday pay, a 13th month bonus of 8.33% and a flex budget (5.58% + €180). In addition, you will be given every opportunity to develop yourself.
• TNO offers optional employee benefits, enabling you to tailor your benefits package to match your personal situation. You may also expect:
• An extremely professional, innovative working environment where colleagues are leading experts in their field.
• The opportunity to attend courses, workshops and conferences, and to receive training and coaching based on your needs.
• 33 days annual leave plus a flexible holiday that can be used on a cultural, religious, or otherwise important day of your choosing (on a full-time basis).
• An employer working towards a respectful, inclusive, and equitable work environment where every employee can flourish, with various initiatives such as Jong TNO, numerous expertise based guilds, Rainbow Community and Round Tables on diverse inclusion topics.
• We offer a comprehensive and flexible mobility plan that also includes full compensation for public transportation for commuting and business travel.
• Great social events with your team and other TNO colleagues. That’s how you will get to know a lot of people really quickly.
• Flexible working hours, the possibility to work parttime (32 or 36 hours) and the possibility of working from home.
• A good pension scheme.

TNO as an employer

Our people are at the heart of TNO. Their curiosity, expertise and entrepreneurial mindset make it possible to deliver high-impact research and innovations that contribute to society’s sustainable wellbeing and prosperity. That is why we invest in an inspiring and inclusive working environment where colleagues can excel, have autonomy and continue to grow.

Your talent and ambition have every opportunity to flourish at TNO. You work with experts (both within and beyond TNO), have access to advanced technology and the freedom to explore, experiment and innovate. Our strength lies in independence, reliability and collaboration. We find each other in wonder and ingenuity. We are driven to push boundaries. By working with businesses and government, and by connecting different perspectives, we strengthen our innovative capability and create responsible, meaningful results.

At TNO, we believe this is our time to help society, government and business move forward faster. Together with driven colleagues, you turn knowledge into concrete innovations or ventures that truly make a difference by combining the power of science and entrepreneurship. And in doing so, you make your mark on our time.