Senior Service Desk Analyst (French language)

Capgemini Polska Sp. z o.o.; Katowice; On-site; PLN 120,000 - 180,000; Full time

Job summary

Wiodąca firma technologiczną poszukuje do swojego zespołu Senior Service Desk Analyst z językiem francuskim. Wymagane jest doświadczenie w wsparciu użytkowników oraz znajomość procesów ITSM. Oferujemy elastyczne godziny pracy, rozwój zawodowy oraz bogaty pakiet benefitów. Dołącz do nas i rozwijaj się w dynamicznym środowisku!

Benefits

Prywatna opieka medyczna

Ubezpieczenie na życie

Bony za polecanie przyjaciół

Dostęp do audiobooków

Qualifications

• 2-letnie doświadczenie w wsparciu technicznym.
• Umiejętność niezależnej pracy oraz pracy w zespole.
• Znajomość przynajmniej jednego z systemów operacyjnych.

Responsibilities

• Zarządzanie incydentami i zgłoszeniami użytkowników.
• Rozwiązywanie problemów związanych z oprogramowaniem i sprzętem.
• Współpraca z zespołem L2/L3 wsparcia.

Skills

Pomoc użytkownikom

Znajomość procesów ITSM

Komunikacja w języku francuskim

Umiejętność pracy zespołowej

Tools

O365

ServiceNow

Windows OS

TeamViewer

Job description

Overview

Senior Service Desk Analyst (French language)

Recruitment process for this position and onboarding trainings are conducted online.

Responsibilities

• Manage service incidents/requests from report to resolution for software, hardware, and mobile device issues.
• Provide support and services to users, seeking to resolve as many calls as possible, receive, prioritize, document and actively resolve end user help requests.
• Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA), track open tickets and monitor ticket progress per SLA, close ticket items when resolved.
• Perform Major Incident Management process in accordance with Securitas standards (initiating process, call coordination, escalation, communication, call closeout), provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved.
• Ensure continuous collaboration with IT Operations Management L2/L3 teams, obtain and maintain up-to-date knowledge of the company\'s business functions, work processes and systems, keep abreast of industry trends and technologies, be a team player with a proactive, positive “can do” attitude and a strong work ethic, ability to multi-task and work well under pressure in a fast-paced environment.

Qualifications / Requirements

• 2 years of help desk support experience assisting both remote and onsite users with software or hardware related issues.
• Must be articulate and clearly communicate in the requested language - French.
• Knowledge of ITSM processes like Incident, Problem, Request and Knowledge Management.
• Must be able to work independently as well as part of a fast-moving team, must be able to work on various shifts, must be knowledgeable in O365, Network and have a troubleshooting mindset (browsers, VPN, Connectivity, passwords, Internet).
• Nice to have: knowledge in Windows OS (10), printers, desktops, TeamViewer, AD, Citrix, mobile devices (iOS, Android), ServiceNow, Telephony tools.

What we prepared for you

• Space where you can develop yourself:
• Development programs, external courses, education & certificates co-funding, NEXT platform with free access to Pluralsight, TED talks, Coursera materials, and virtual trainings: e.g. Excel, VBA, RPA or customer care.
• Flexible working hours thanks to a variety of projects (standard, part time, late shifts). Ask your recruiter about possible options.

Our legendary atmosphere

We don\'t have a rigid dress code, but what we do have are awesome communities and world–changing initiatives like Grant Program. We are a big company with unique atmosphere – we make friendships, share important moments, and simply… like each other!

A lot of benefits

• Private medical care which can be extended by a package of dental services purchased on preferential terms.
• Private life insurance which can be extended by oncology package purchased on preferential terms.
• Referral bonuses for recommending your friends to Capgemini.
• Access to Inspiro Audiobooks & MyBenefit (cinema tickets, Multisport and more).
• Offices in great locations, car leasing program, carpooling options and bicycle parking.

Who are we?

Capgemini is a global leader in consulting, technology services and digital transformation. Our scope is wide. One of the teams is End User Services - part of a business unit called Cloud Infrastructure Services.

In our offices in Poland, we work as a team of 2500 employees, helping our customers around the globe to solve their IT issues.

Do you want to know more?

Watch a video: https://www.youtube.com/watch?v=ShubpoagRWA

Do you have any additional questions about our job offers? Check our Instagram (@capgeminipl) or visit our Facebook profile (Capgemini Polska).

Apply here

https://jobs.capgemini.com/pl-gb/job/Katowice-Senior-Service-Desk-Analyst-%28French-language%29/684676101/?locale=en_US