Senior Service Desk Analyst (French language)

Capgemini Polska Sp. z o.o.; Lublin; Hybrid; PLN 108,000 - 164,000; Full time

Job summary

A global consulting firm is seeking a Senior Service Desk Analyst fluent in French to manage service requests and incidents for IT support. The role requires help desk experience, strong troubleshooting skills, and the ability to work independently and within a team. The successful candidate will enjoy flexible work hours, access to development programs, and a supportive company culture.

Benefits

Private medical care

Private life insurance

Flexible working hours

Referral bonuses

Access to Inspiro Audiobooks & MyBenefit

Qualifications

• 2 years of help desk support experience assisting remote and onsite users.
• Must be knowledgeable in O365, Network, and have a troubleshooting mindset.
• Nice to have knowledge in Windows OS, printers, desktops, and mobile devices.

Responsibilities

• Manage service incidents/requests from report to resolution.
• Provide support services to users, resolving end user help requests.
• Perform Major Incident Management process as per standards.

Skills

Help desk support experience

Articulate verbal and written communication in French

Knowledge of ITSM processes

Troubleshooting mindset

Knowledge of O365

Tools

ServiceNow

TeamViewer

Windows OS

Telephony tools

Job description

Overview

Senior Service Desk Analyst (French language)

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

What do you need to start?

• 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 on ITSM processes like Incident, problem, request and knowledge management.
• Must be able to work independently as well as work as part of a fast-moving team, must be able to work on various shift, 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 duties will help you grow?

• 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 resolve
• 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
• Ensures 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, keeps abreast of industry trends and technologies, must 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 and in fast-paced environment

What have 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/Lublin-Senior-Service-Desk-Analyst-%28French-language%29/684671801/?locale=en_US