EMEA IT SERVICE DESK ANALYST with French

Pracovní nabídka

Job Purpose

The role of the Service Desk Analyst is to respond to user requests for service, to diagnose, categorize and prioritize incidents effectively, ensuring as many incidents and requests are resolved at the first point of contact using the tools and knowledge sources available, as well as keep users informed of progress, providing outstanding customer service at every stage.

Responsibilities of the Role

• Resolution of various technical problems and answering internal and/or external customer queries from specific technology areas such as computer hardware, software, network, and telecommunications systems.
• To receive system-related incident and information request calls from users of IT services via the ServiceNow ticketing system, emails, and telephone calls. Deal knowledgeably with the calls either by resolving or passing the call to the most appropriate person/team for resolution.
• To keep customers informed of the progress of incidents and requests by updating ServiceNow in a timely and accurate manner. Ensuring that others can interpret the data and allow communication of progress to the customer and EMEA Support team.
• Diagnosing, identifying, isolating, and analyzing problems.
• Routing unresolved queries to other specialists within the EMEA IS team.
• To assist and undertake the training of staff and keep up to date all new releases and relevant documentation of IT systems.
• Assist with the implementation of IT systems across the Group.
• Set up and administer new users, passwords, and permissions.
• Working with external suppliers and vendors to achieve timely resolutions to incidents and requests where services are supported and/or hosted by third parties. Liaise with third-party support companies.
• Managing multiple requests at the same time whilst keeping a level head and maintaining high standards of customer service.
• Analyse End User requirements, and impact on the business (Functional and Technical), for any change requests.
• Continually seeking ways of improving the efficiency of the systems, in order to reduce costs and/or improve quality.
• Perform other duties as assigned by management.

Requirements / Expectations

• Communicative French and English are a must, and other European Languages an advantage
• Knowledge of ServiceNow ticketing system and familiar with Service Desk functions
• Familiarity with DHCP, AD, DNS, IP, FTP, HTTP, HTTPS, Firewall, Antivirus, NAT, Proxy server, Routing