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)

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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