IT Helpdesk 2nd Line- French and English

praca it: etat dla G-Force Recruitment / Łódź

Tagi: help desk helpdesk administracja IT

IT Helpdesk 2nd Line Agent / French and English speaking

Our client is a leading IT systems, services and products company.

Job Description/Purpose:
The 2nd line agent will provide responsive, professional and competent technical support.
Responsibilities:
- Technical Capability. Works within a team supporting end users with technical queries relating to several customer specific products/systems.
- Tools Mastery. Provides internal toolset training and takes ownership around queries regarding internal/customer’s systems
- Business Awareness. Develops an understanding of the customers’ environment and service delivery requirements to enable the delivery of the service.
- Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
- Problem Solving. Takes ownership for listening to and understanding the customer’s problem (these are generally of a more complex nature than those dealt with at 1st line level). Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner. Cooperates with account Service Controllers to provide technical input into incident and problem resolution process.
- Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA.
- Team Working. Acts as an effective and helpful member of the team, demonstrating personal leadership and initiative
- Professional Development. Takes responsibility for learning about current products / systems to build own technical knowledge to support business requirements.

Skills Required :
- Proficiency in Verbal and Written French and English
- Advanced Knowledge of Microsoft Windows XP, Microsoft Office
- Knowledge of Networking, VPNs, WIFI, VDI Environments
- Knowledge of Linux/MySql/PHP/HTML
- Content Publishing Experience
- Excellent approach to Business Model and working under SLA Requirements
- Strong Customer Relationship – able to establish quick working relationships with customer.
- Excellent communication – ability to communicate clearly with customers, colleagues and managers.
- Excellent problem solving.
- Drive and determination.
- Initiative to constantly improve solution methods.
- Flexible approach and working well under pressure.
- Time Management.
- Ability to prioritise tasks.
- Team Working – team player.
- Understanding of business continuity process.
- Flexibility in working hours.

Our Client offers:
- An interesting job in one of the largest IT companies
- Challenging work environment
- Various trainings
- Highly motivated team and international corporate culture



Jak składać oferty pracy

Ta oferta pracy została opublikowana ponad 60 dni temu...

« powrót na stronę główną
Jeżeli ta oferta pracy nie jest zgodna z regulaminem, powiadom nas!   
Poleć znajomemu
Opublikowana 2011-05-24
Wyświetlona: 5155 razy