L2 French Service Desk Agent (Associate II - Cloud Infrastructure Services)
UST
- Gdańsk, pomorskie
- Stała
- Pełny etat
- Provide remote first and second level support to our end users within their Workplace environment
- Be the first point of contact for all request regarding hardware and software
- Log and manage user incidents received by phone, email, ticket or other channel
- Provide solutions or workaround to our end users
- Report problem based on ITIL best practice
- Recommend IM&T Services modifications to reduce user impact
- Participate to different testing, deployment and stabilisation activities
- Contribute in all aspects of continuous improvement
- Ability to provide support using French & English
- Update and acknowledge tickets logged by requester's and communicate about resolution progress
- Provide basics end-user training or instruction on workplace services
- Ensure satisfactory customer service and prompt response times to the requester's
- Share support knowledge with peers and maintain associated documentation
- Escalate issues or outages
- Maintain good working relationships and positively influence others to successfully produce customer satisfaction
- University degree in IT or equivalent years of experience in IT field
- Minimum 3 years of experience in domain of expertise
- Fluent in English and French
- Strong knowledge of Microsoft-based operating systems
- General knowledge of IT infrastructure (Lan, WAN, Windows servers, active directory) Good knowledge of IT hardware (PC, Printer, scanner, smartphones etc.)
- Basic Knowledge in SAP system (account, print)
- ITIL qualification would be appreciated
- University degree in IT or equivalent years of experience in IT field
- Minimum 3 years of experience in domain of expertise
- Fluent in English and French
- Strong knowledge of Microsoft-based operating systems
- General knowledge of IT infrastructure (Lan, WAN, Windows servers, active directory) Good knowledge of IT hardware (PC, Printer, scanner, smartphones etc.)
- Basic Knowledge in SAP system (account, print)
- ITIL qualification would be appreciated