Service Desk Analyst / Helpdesk Support with French (m/f/n)

For one of our clients, we are looking for a Service Desk Analyst / Helpdesk Support with French (m/f/n).

Offer

• Rate: up to 70 PLN/h net+VAT

• 100% remote

• Contract B2B (via Shimi Poland)

• Start: ASAP / immediately available candidates preferred

• Estimated working time: 8 hours, 5 days a week (Monday to Friday); 2:00 PM – 10:00 PM (hours left or right) - schedule to be agreed

IT Helpdesk analyst will be responsible for answering calls mainly from US and Canada based customers, also supporting International locations. Working different shifts and scheduled provided by the client. The employee on the position will report directly to Service Desk Manager in Poland.

Your responsibilities

• Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems

• Successful diagnoses, identification, and isolation of problems based upon comments and complaints

• Researches and analyses problems utilizing own expertise, historical database records

• Routing calls to available specialists in more complex and difficult cases

• Responds promptly with appropriate solutions

• Alerts management to recurring problems and patterns of problems

• Logging calls using relevant toolset whilst adhering to agreed SLAs where possible

• Provide remote support for dial in users including the use of VPN

• Support of mobile devices and encrypted USB memory sticks

• Profile and support Restricted LAN Interconnect and Shared Working Environment accounts

• Write, update and maintain written processes and procedures

• Send System Alert and outage communications to user base

Our requirements

• Basic knowledge of Microsoft Operating Systems

• Experience with Microsoft Outlook and Microsoft Office Suite Support experience

• Self motivated with willingness to learn from colleagues

• Must be a good team player and able to use own initiative

• Excellent Communication skills (written and verbal) in both English and Polish

• Demonstrated outstanding customer service skills

• Demonstrated telephone etiquette skills

• Must know the following languages: Polish, English, French, other if available.

Optional

• Demonstrated telephone etiquette skills

• Dynamic and flexible "can-do" attitude

• ITSM Support experience and ITIL familiarity

• VPN/Remote Access Support experience

• Mobile device support experience

• Networking environments including wireless

• PC/Technical Support service desk experience

• Excellent time management skills

Offer

• Rate: up to 70 PLN/h net+VAT

• 100% remote

• Contract B2B (via Shimi Poland)