Service Desk Agent - Nantes, France - A&O IT Group Ltd
Description
We require an individual with either French and German or German and English speaking language skills to work as a Service Desk Agent.
This is a great opportunity for an individual with excellent customer service and organisational skills to gain exposure to the world of IT Services.
The function of the Service Desk Agent (SDA) is to ensure a consistent quality of service and control incidents utilizing various tools ensuring our engineering workforce and partners provide the highest possible level of service to our customers, as well as ensuring exceptional levels of communication with the customer and all internal stakeholders.
This is for installation, maintenance, and break-fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction.
The role:
- Handle technical support queries via a ticketing system.
- Provide services to Users that include the following:
- Devices including workstations, desktop PCs, laptop/notebook PCs, tablet PCs,
- Collaboration and Communication services and devices including smart phones, desktop phones, mobility devices, streaming media systems (video conferencing) and other End User computing devices and associated system Software;
- Networkattached devices (e.g. printers, scanners, copiers, multifunctional devices (e.g. printer/scanner/fax);
- Locallyattached devices (e.g. personal printers, projectors)
About you:
- Must have strong spoken and written French and German or German and English language skills.
- 12 years experience in a similar role or a Help Desk role
- Windows 710, Microsoft Active Directory, MS Office 365, Enterprise antivirus solutions, Helpdesk ticketing systems (e.g. ServiceNow).
- Mobile device management including IOS and Android devices, Windows PC/laptop management via Active Directory.
- Proven analytical, troubleshooting, and problemsolving skills.
- The ability to multitask, effectively determine priorities and meet SLAs.
- Excellent communication, rapport building and internal customer service skills
- Organized, able to manage time effectively and prioritise tasks.
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