Service Desk Analyst with French or German(
Job Number : 14002251D20190110)
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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.