Service Desk Analyst with French or German
XL Group Ltd
Wroclaw, PL,PL
11 d. temu

Service Desk Analyst with French or German(

Job Number : 14002251D20190110)


DISCOVER your opportunity

What will your essential responsibilities include?

  • 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.
  • Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement
  • Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions
  • Perform assessment, triage, research and resolution of basic incidents and requests
  • Engage other Service Desk resources or appropriate second- and third-level service resources to resolve incidents beyond scope of ability or responsibility
  • Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s;
  • provision of timely communications and maintenance of ownership until closure

  • Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner
  • Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility
  • Create a positive colleague support experience and build strong colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude
  • 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 You will report to Service Desk Team Leader.
  • SHARE your talent

    We’re looking for someone who has these abilities and skills :

  • Proven experience in a Help Desk / Service Desk or Customer Service role
  • Outstanding customer service skills and a customer first mentality are a must
  • 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
  • Fluency in English is a must
  • Excellent verbal and written communication skills and telephone manner
  • Ability to build strong relationships with key stakeholders across the organization
  • Ability to think logically to analyze, troubleshoot and resolve complex issues
  • Must be professional, courteous and enjoy working with people; critical thinking, creativity, and independent judgment are expected.
  • Strong interpersonal skills and the ability to work within a team
  • Ability to work in a fast paced, high pressure work environment
  • Strong 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

  • Bachelor's degree or relevant experience required
  • ITIL Foundations Certification a plus
  • Willingness to work on shift working pattern (two shifts covering 8am-9pm Monday-Friday) and weekend basis
  • AXA XL is an Equal Opportunity Employer.

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