Service Desk Analyst with French
Wrocław, Lower Silesia, Poland
We invent the new to help the world move forward. Combining powerful analytics and deeper insights with bigger ideas and innovative solutions, we free up our clients’ potential, thereby fulfilling our own. Take it seriously. Make it fun. Know it matters.You will be responsible for delivering high quality service that improves the overall colleague experience. You will provide support of IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved. You will also contribute to the continual improvement of service delivery across all channels of colleague communication.
DISCOVER your opportunity
What will your essential responsibilities include?
Provide first line IT support for all AXA XL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement
Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions
Perform assessment, triage, research and resolution of basic incidents and requests
Engage other Service Desk resources or appropriate second- and third-level service resources to resolve incidents beyond scope of ability or responsibility
Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s; provision of timely communications and maintenance of ownership until closure
Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner
Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility
Create a positive colleague support experience and build strong colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude
Update knowledge management system as necessary
Identify service improvement opportunities to key service management stakeholders
Work with Incident and Problem management teams on individual proactive and reactive issues as necessary
Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact
You will report to Service Desk Team Leader
- Amazing modern workspace in heart of the city
- Day off on your birthday
- Flexible working hours and opportunity to work from home
- Lunch allowance
- Fresh fruits every morning in our kitchen
- Multisport and cinema card
- Luxmed health insurance with dental package included and Pramerica life insurance
- Improving your language skills by working in multicultural environment with English use on a daily basis
SHARE your talent
We’re looking for someone who has these abilities and skills:
Proven experience in a Help Desk/Service Desk or Customer Service role
Outstanding customer service skills and a “customer first” mentality are a must
Basic understanding of IT principles and most commonly supported systems
Basic technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies
Fluency in English and French are a must
Excellent verbal and written communication skills and telephone manner
Ability to build strong relationships with key stakeholders across the organization
Ability to think logically to analyze, troubleshoot and resolve complex issues
Must be professional, courteous and enjoy working with people; critical thinking, creativity, and independent judgment are expected.
Strong interpersonal skills and the ability to work within a team
Ability to work in a fast paced, high pressure work environment
Strong ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must
Bachelor's degree or relevant experience required
ITIL Foundations Certification a plus
Willingness to work on shift working pattern (two shifts covering 8am-9pm Monday-Friday) and weekend basis
FIND your future
AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.
How? By combining a strong and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.
With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.
Learn more at axaxl.com
Diversity & Inclusion
We know that a diverse workforce and inclusive culture enable business growth and are critical to our success. That’s why we have made a strategic commitment to attracting and retaining the most diverse workforce possible, while creating a strong, inclusive culture where everyone is welcome and can contribute and reach their highest potential.
- Named to the Diversity Best Practices Index – 2017, 2018
- Signatory to the CEO Action for Diversity
- Signatory to the UK Women in Finance Charter
- Twelve Colleague Resource Groups around the Globe
- Robust support for Flexible Working Arrangements
- Enhanced family friendly leave benefits