Jobs > L1,5 IT Support Specialist French

Mandatory Skils 

 

• Fluency in English and French (written and verbal)

• Fluency in at least one of the following languages is a plus: Italian / Spanish / German / Dutch

• Proven IT education or 1 year job experience as IT specialist

• Specialized know how on Windows, Network, Active Directory

• Proven remote support know-how (patches etc.)

• Technical

• Problem solver orientation

• Excellent communication and listening skills

• Strong communication and teamwork skills

• Team player

• Very good analytical skills

Nice to have 

• Eagerness/willingness to learn

• Fast learner

• Ability to perform under pressure

• Ability to multi-task

• Willingness to travel if / when needed

Responsibilities 

 

• Receiving and handling contacts (phone calls, emails or self-service requests)

• Providing remote technical software support to clients

• Keeping track of changes as per agreed upon processes and procedures on a daily basis

• Identification and authentication of the user

• Monitoring the email inbox and the Self Service Requests queue

• Opening of an incident/request ticket with clear description in English in the ticketing tool

• Analyzing problems/situations, understanding problem impact on client business

• Classifying and making an initial assessment of incidents/service requests

• Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error

• Route all Service Desk non solvable incidents/service requests to the appropriate level support, based on agreed service levels

• Keeping users informed on how to get updates on request status and progress

• Responding to client queries, providing timely resolutions to client issues

• Knowledge of standard office applications such as MS Office, operating system Windows 7, networking knowledge and server experience

• Performing in international software support delivery processes and environments

• Employing client‘s standard support delivery methodologies and tools

• Maintaining highest client satisfaction - performing problem management and end-to-end problem ownership

• Applying problem solving techniques

• Analyzing problems/situations, understanding problem impact on client business

• Interacting with client functions consistently until problem solution

 

Agents who complete satisfactory or exceptional service, may also be expected to:

• Provide technical expertise for activities under development or in deployment

• Drive and support technology based knowledge exchange within the Customer Support team

• Proactive research into the latest tools and technological developments to support the ongoing needs of the business

• Ensuring that work carried out by the Service Desk Team is executed in such a way as to comply with the available procedures

• Acting as a technical mentor/coach to all Service Desk agents

• Contributing to the maintenance and development of the technical competence of the agents through staff training

• Being available to discuss and resolve technical issues with other team members as necessary

• Investigating issues and finding resolution

• Participating at the ticket quality process and monitoring the quality of the services delivered to our customer

• Identifying spots for improvement and come with ideas for change

• Provide immediate support to Management when required

• Working closely with the PO / TL in order to make sure the team needs are acknowledged

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