This Job Vacancy has Expired!

French Service Desk (Paris, France)

Posted on Aug 31, 2020 by HCL GB Ltd

Paris, France
Immediate Start
Annual Salary

*we are looking for Native/fluent French speakers who are based locally*

Skill Set

French Service Desk (Paris, France)

Number of years of experience -

Min. 3+ years of experience

ITIL qualifications

Minimum ITIL Foundation equivalent

Language Certifications

  • DELF (Diplôme d'études en langue française) or TCF (Test de connaissance du français) and the proficiency rating of B2 or higher as defined by the Common European Framework of Reference for Languages
  • Provider internal voice and accent assessment to be passed at an excellent level

Technical Qualifications

  • Microsoft Office Specialist Certification
  • 1+ Microsoft technical Certifications
  • 2+ Provider internal Certifications on technical support (in the relevant areas such as laptop/Desktop Devices/phones, email & collaboration, Citrix

Additionally, technical expertise and Hands-on work experience with the following:

  • Windows OS, ProPlus, Office 365, Outlook
  • Citrix platform
  • Internet browsers (eg Explorer, Chrome, Firefox)
  • Support for laptops, desktops, thin clients and mobile devices
  • Adobe Acrobat and other common desktop applications like WinZip
  • AD and Azure AD
  • ITSM tool ServiceNow
  • User Account related activities
  • Windows Operating systems - Clients: Windows 8, Windows 7, Windows 10
  • Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance, Bomgar, etc.)
  • Knowledge of Lync, Skype, etc.
  • Microsoft Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
  • Internet browsers (eg Explorer, Chrome, Firefox)
  • Anti-virus and Firewall software
  • PC Hardware knowledge
  • Peripheral devices (printers, scanners
  • Mobile devices and OS (iOS/Android/Windows)
  • Business applications (Customer specific through the HCL - Client Academy)

Softer skills

  • Higher level of expertise in a specific technology, subject matter expert
  • Deep understanding of interfaces between first line contact, second and third-line resolver groups
  • Analytical and systematic problem-solving skills
  • Keep up to date with the changing paradigms through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices
  • Prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to
  • Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyse and publish reports on the findings; discuss with the concerned stake holders and follow up on the close
  • Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution

Other skills

  • Successfully provide hardware/software/network problem analysis and resolution support over the phone and chat
  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started.
  • Ability to integrate as a cross-functional team player in a fast-paced environment where all information is shared
  • Ability to learn new information quickly and the willingness to do so at all times
  • Ability to work flexible hours from time to time to cover for other help desk staff and to be available on call during the week.
  • Customer focus, teamwork, technical expertise, interpersonal effectiveness

Reference: 938947663

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