Service Desk Analyst

Roles based in ANGERS (France) requiring 4 to 5 days onsite presence.

Role synopsis :

The purpose of this role is to the first point of contact for theB2B users who call the Client Service Desk to troubleshoot appropriate enduser issues in line with Client's objectives

What will be your responsibilties :

• Provide support using following contact mediums - Phone, Email.
• Chat and Self-Service go live post approval from Client.
• Enable telephony system for users to be able to call Service Desk.
• Handle Incidents: Resolve all L1 incidents or triage (catch and dispatch) L2 or other cases to right resolver group.
• Service Request management
• Provide first call resolution on resolvable cases.
• Customer satisfaction management.
• Identify top call category to propose actions such as training, improvement or automation.
• Manage SLA& KPI.
• The technical environment is ServiceNow- ITSM and LogMeIn support tool (Remote desktop management tool ...).
• Standard operating procedure documentation and maintenance (with respect to service management team recommendations).
• Service desk will support the below mentioned activities:

• Applications supported L1 or in catch and dispatch,
• On boarding / Off boarding of user from Client's systems,
• MS exchange / 0365 L1 issues,
• EUS L1 troubleshooting, Software installations, logging Service Requests and Incidents on user request, providing updates on chase calls,
• Identifying and categorising P1/P2 tickets
• Participating in application on boarding process,
• User access management activities on applications in scope can be performed by L1 support.

• • Effective Communication
  • Detail Oriented
  • Change Agility
  • Client centricity
  • Execution Excellence
  • Passion for Results