At Alistar, technology is all about progress, but it is people who make the difference. Léon has been a constant presence within the organisation for 33 years. Over the years, he has grown alongside Alistar and helped build a service organisation that now plays a crucial role for both customers and colleagues.
Léon is Business Operations Manager and is responsible for the Exact Service Desk and the Modern Workplace infrastructure activities in the Netherlands and Belgium.
My role revolves around guiding people, providing structure, and ensuring that clients always feel supported.
From an initial question to a strong service organisation
Léon’s story at Alistar began with a simple but important question: how can we continue to provide customers with the best possible support after a project has been completed? With around one hundred customers and a growing need for ongoing customer support, Léon took the first steps towards building a dedicated support organisation.
It literally started from scratch. “In the beginning, I was the only employee, supported by consultants. By establishing processes, setting up systems and gradually recruiting new colleagues, the service desk grew alongside the organisation.”
Today, the department consists of approximately 20 colleagues within Exact and 30 within infrastructure.
Support with a human touch
For Léon, support is about more than resolving tickets. “Customers contact us because something is not working. At that moment, it is important to listen, reassure them and work together to find a solution.”
The ultimate goal? “To end every conversation with a customer who can move forward again and is satisfied with the support they received.”
Collegiality is at the heart of the team. New employees learn from experienced colleagues, and knowledge is actively shared. “Our team includes people who are just starting out as well as colleagues who have worked in support for more than 25 years. It is a great mix—and exactly what makes us strong.”
Ever-evolving technology, people who grow with it
The service desk operates in a world that is constantly changing. New technologies, updates and complex customer questions provide both challenge and variety.
We think ahead when it comes to technology, but we never lose sight of the human element . . . not with our customers, and not with our colleagues.
At Alistar, support is often also a starting point for professional growth. Employees have the opportunity to progress to second- or third-line support, consultancy, sales or even other business units. “These opportunities make the work both engaging and future-focused.”
Stronger together when it matters most
What Léon is most proud of is the way the team works together to solve problems. “When major software issues or unexpected situations arise, we respond quickly—sometimes even outside office hours. Those are the moments when you really see the strength of our collaboration.”
What does “Lead beyond wonder” mean to you?
For Léon, Lead Beyond Wonder means bringing people, data and technology together every single day. In a world where IT is constantly evolving, he wants to show customers how technology can strengthen their businesses, while giving colleagues the space to grow and make a genuine impact.
Ultimately, it comes down to one thing: ensuring that customers can move forward feeling satisfied and enthusiastic after contacting Alistar with a question or problem.