Oferta pracy

IT Operations Technical Support with French

LumenAbout the company

  • Królowej Jadwigi 43, Poznań
    Poznań, Greater Poland
  • Offer expired a month ago
  • Remote recruitment
  • contract of employment
  • full-time
  • junior specialist (Junior)

Lumen

Królowej Jadwigi 43

Poznań

Your responsibilities

  • Being the first point of contact for our global customers, in fact you are the face of the Service Desk and Lumen.

  • Troubleshooting technical/functional issues

  • Log Incidents / Requests and maintain ownership

  • Utilize our Knowledgebase, policies and processes to find solutions

  • Challenge the status quo and help us to constantly improve

Our requirements

  • Excellent verbal, written and analytical skills in English and French

  • Desire to WOW the customer

  • Enjoy working in a team environment

  • Pro-active and accountable

  • Interest to learn, and maintain/enhance knowledge

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

  • no dress code

  • meal passes

  • sharing the costs of tickets to the movies, theater

  • employee referral program

  • charity initiatives

  • one shorter working day

  • 12 month job security

  • Annual bonus scheme

As Service Desk Analyst you have direct contact with our customers. It’s a very important role as you are the face of the Service Desk and Lumen. The Service Desks we have here in Poznan are single point of contact 24x7 365 days a year. During your day you will interact with our customer via email and phone primarily. If possible, we are trying to troubleshoot / fix the issues direct on the first contact. Our knowledge bases as well as procedures and processes are helping you to ask the right questions and find help to troubleshoot the issue. Such so-called First-time fix has a great impact – it makes our customer again productive and we close this incident immediately. It’s not always possible to fix the issue right away. In such cases we are troubleshooting the issue as much as possible to collect enough information for our or of the customers 2nd & 3rd line teams to get involved and fix the issue. If you open the case, you keep ownership of it till its closed but no worries, it’s a team effort, a lot of situations require interactions with your direct team members here in Poznan or with our extended global support operations to find a solution.