Application Support

Why we are here  
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.  

What you will do  
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 with strengthening processes, improving service levels, and exploring 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