Oferta pracy

Service Desk Analyst with German

AXA XL Catlin Services SE

AXA XL Catlin Services SE

Kazimierza Wielkiego 3

Stare Miasto

Wrocław

Your responsibilities

  • 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.

  • 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

  • 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

  • Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility

  • You will report to Service Desk Team Leader.

Our requirements

  • Proven experience in a Help Desk/Service Desk or Customer Service role

  • 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

  • Outstanding customer service skills and a “customer first” mentality are a must

  • Ability to build strong relationships with key stakeholders across the organization

  • Ability to think logically to analyze, troubleshoot and resolve complex issues

  • 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 ability to constantly re-prioritize tasks is a must

  • Fluency in English and German 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

  • Benefits

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • dental care

  • no dress code

  • video games at work

  • coffee / tea

  • drinks

  • leisure zone

  • extra social benefits

  • meal passes

  • birthday celebration

  • employee referral program

  • charity initiatives

  • extra leave

Recruitment stages
1

Phone interview with Recruiter

2

Interview with Hiring Manager

AXA XL Catlin Services SE

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

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