Service Desk Engineer- French or German Speaker

LTM; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

LTM is seeking a Senior Service Desk professional with French language skills and 3 to 5 years of experience to manage service desk operations. The role focuses on incident management, technical troubleshooting, and cross-functional collaboration to maintain high service standards.

The candidate will drive continuous improvement, mentor junior staff, and ensure adherence to ITIL practices while leveraging Jira Service Desk tools.

Qualifications

• Proficient in Jira Service Desk and ServiceDesk.
• Strong knowledge of Windows Server environments.
• Experience with ITIL processes and incident management.

Responsibilities

• Act as senior escalation point for complex technical issues, ensuring timely resolution.
• Mentor and guide junior service desk staff to develop team capabilities.
• Monitor and report on service desk performance metrics ensuring SLA/KPIs.
• Lead knowledge sharing sessions and coordinate ongoing training on new technologies and processes.
• Manage shift planning and resource allocation to ensure comprehensive service desk coverage.
• Foster a customer-centric culture by maintaining clear communication and handling escalations professionally.
• Participate in audits and compliance activities to uphold IT service standards.

Skills

French language

Jira Service Desk

ServiceDesk

Windows Server

ITIL

Job description

Role description

LTM—aLarsen&Toubrocompany—isanAI-centricglobaltechnologyservicescompanyandtheBusinessCreativitypartnertotheworld’slargestandmostdisruptiveenterprises.Webringhumaninsightsandintelligentsystemstogethertohelpclientscreategreatervalueattheintersectionoftechnologyanddomainexpertise.Ourcapabilitiesspanintegratedoperations,transformation,andbusinessAI—enablingnewwaysofworking,newproductivityparadigms,andnewroadstovalue.

Together with over 87,000 employees across 40 countries and our global network of partners, LTM owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. https://www.ltm.com/

We are seeking a Senior Service Desk professional with 3 to 5 years of experience French speaker and manageservicedeskoperationswithintheSERVICEDESKskillcluster

JobDescription

• DeliveradvancedtechnicalsupportandincidentmanagementusingJiraServiceDeskandServiceDesktools
• TroubleshootandresolveissuesrelatedtoWindowsServerenvironments
• EnsureadherencetoITILbestpracticestomaintainhighservicedeliverystandards
• CollaboratewithcrossfunctionalITteamstoaddressandresolvecomplextechnicalproblems
• Maintainaccuratedocumentationandupdateservicemanagementtoolstoreflectincidentstatusandresolutions
• Drivecontinuousimprovementinitiativestoenhanceservicedeskefficiencyandcustomersatisfaction

Roles and Responsibilities

• Actasaseniorescalationpointforcomplextechnicalissuesensuringtimelyresolution
• Mentorandguidejuniorservicedeskstafftodevelopteamcapabilities
• MonitorandreportonservicedeskperformancemetricsensuringcompliancewithSLAsandKPIs
• Leadknowledgesharingsessionsandcoordinateongoingtrainingonnewtechnologiesandprocesses
• Manageshiftplanningandresourceallocationtoensurecomprehensiveservicedeskcoverage
• Fosteracustomercentricculturebymaintainingclearcommunicationandhandlingescalationsprofessionally
• ParticipateinauditsandcomplianceactivitiestoupholdITservicestandards

Skills

MandatorySkills:Jira Service Desk, ServiceDesk, Windows Server