We are looking on behalf of our client for a Service Desk Analyst French full-time remote.

Company mission:

Our client is a leading global information technology, consulting and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help their clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability and good corporate citizenship, they have a dedicated workforce of overserving clients across six continents.

Responsibilities:

  • Providing 1st line technical support, answering support queries via phone, email, Chat and Web
  • Maintaining a high degree of customer service for all support queries and adhere to all service management principles
  • Taking ownership of user problems and be proactive when dealing with user issues.
  • Logging / verifying customer details
  • Identifying the issue and categorizing/prioritize the incident
  • Creating a ticket in CRM tool like ServiceNow
  • Referring KB for workaround/resolution and attempting resolution
  • Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
  • Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
  • Routing / Chasing of tickets with other Resolver groups
  • Recording trend of calls and identifying outages proactively
  • Callbacks for customer not reachable cases & customer request
  • Identifying the trend of calls/tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
  • Creating child tickets and tagging them with problem ticket
  • Callback the user and confirm resolution (wherever applicable)
  • Troubleshooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
  • Handling issues using Remote tools.
  • Makes recommendations for updates to the KB database

Requirements:

  • B2 or advances level of French
  • A minimum of 6 months experience in a customer service environment
  • Previous experience in technical support is an advantage
  • Knowledge of ITIL Service Delivery (procedure concerning incidents, problems, and administration of changes
  • Troubleshooting skills and experience in solving LU, reset PWD and transmitting messages
  • Troubleshooting skills and applications shrink-wrapped (MS office, Adobe, etc.)
  • Capacity of synthesis
  • Preferably knowledge of MAC devices
  • Troubleshooting skills for VPN connectivity, dial-out, wireless routers
  • Register with knowledge of active addresses, controllers etc.
  • Exposure of instruments of password resetting

Benefits:

  • Opportunity to work in a young and dynamic environment
  • Attractive benefits package
  • Relocation package
  • Lunch tickets
  • Fitness deduction
  • Transportation deducted
  • Health insurance and dental scheme
  • Opportunity to develop and learn constantly
  • Access to internal training (job related and soft skills training)

If interested, please share your CV at iuliana@euroasiarecruiting.com.