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AXA XL Catlin Services SE

Service Desk Analyst

AXA XL Catlin Services SEAbout the company

  • Kazimierza Wielkiego 3, Wrocław
    Wrocław, Lower Silesia
  • Valid for 23 days
    until: 08 May 2021
  • Remote recruitment
  • Remote work
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

AXA XL Catlin Services SE

Kazimierza Wielkiego 3

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

  • Cooperate with other IT teams in order to resolve 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

  • 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.

Our requirements

  • Proven experience in a Service Desk or Customer Service role

  • 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

  • Bachelor's degree or relevant experience

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

  • Excellent verbal and written communication skills and telephone manner

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

  • 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

  • Team player skills and high ethical standards at work

  • ITIL Foundations Certification

  • Willingness to work on shift working pattern (three shifts covering 8am-9pm Monday-Friday) and weekend basis

  • Fluency in English

  • 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

  • leisure zone

  • extra social benefits

  • meal passes

  • birthday celebration

  • employee referral program

  • charity initiatives

  • extra leave

  • Cafeteria system

Recruitment stages
1

Phone interview with Recruiter

2

Interview with Hiring Manager

3

Interview with Regional Service Desk Manager

AXA XL Catlin Services SE

AXA XL is one of the leading companies on the insurance and reinsurance market. We are currently looking for eager and passionate candidates to join our growing family!

Currently we are looking for a great person to fill the position of Service Desk Analyst.

As Service Desk Analyst 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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This is how we work
This is how we work

AXA XL is an Equal Opportunity Employer and does not discriminate against any colleague or applicant for employment on the basis of race, color, national origin, religion, sex, gender identity and/or expression, sexual orientation, age, disability, genetic information, veteran status, military status or any other category protected by local law.