Service Desk Analyst
3 tygodni temu
about-project :
You will be responsible for delivering high quality service that improves the overall colleague experience. You will provide support of IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved. You will also contribute to the continual improvement of service delivery across all channels of colleague communication
responsibilities :
Provide first line IT support for all AXA XL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions
Cooperate with other IT teams in order to resolve incidents and requests
Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s Update knowledge management system as necessary
Identify service improvement opportunities to key service management stakeholders
Work with Incident and Problem management teams on individual proactive and reactive issues as necessary
Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact
requirements-expected :
Proven experience in a Service Desk role
Basic understanding of IT principles and most commonly supported systems
Basic technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies
Bachelor's degree or relevant experience
Fluency in English is a must (at least C1 level)
Outstanding customer service skills and a “customer first” mentality are a must
Excellent verbal and written communication skills and telephone manner
Ability to think logically to analyze, troubleshoot and resolve complex issues
Ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must
Team player skills and high ethical standards at work
ITIL Foundations Certification is a plus
Willingness to work on shift working pattern (three shifts covering 8am-9pm Monday-Friday) and weekend basis
offered :
Amazing modern workspace in heart of the city
Day off on your birthday
Flexible working hours
Hybrid work (8 days a month working from the office) - non-negotiable
Lunch allowance
Fresh fruits every morning in our kitchen
Multisport card
Cafeteria program
Lux med health insurance with dental package included and Pramerica life insurance
Improving your language skills by working in multicultural environment with English use daily
benefits :
sharing the costs of sports activities
remote work opportunities
flexible working time
fruits
integration events
no dress code
video games at work
coffee / tea
drinks
leisure zone
employee referral program
charity initiatives
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