Description
Top global law firm require an experienced French speaking Service Desk Analyst for their global HQ based in the City of London. The successful candidate will be a fluent French speaker.
Shift pattern - 12pm to 8pm Monday to Friday.
Location - Central London
Users - 2000+
Team size - 23 (9 will be working at any 1 point)
Calls per day - 40-50
Purpose of Job:-
The Service Desk Analyst will act as a main point of contact for IT related issues, logging and resolving calls in the Service Manager Tool -Infra. The successful candidate must have experience working within a fast paced service desk in the legal sector, working to ITIL standards and pre-determined Service Level Agreements. As a member of the Service Desk team you will provide excellent quality support remotely for customers so must be an extremely strong communicator and offer a high degree of customer service. Most of the calls will be in English however the SDA will deal with the overspill of calls from the Paris office.
Key Responsibilities:-
A minimum of 3 years experience as a Servicedesk analyst/1st-2nd line support in the legal sector
Must be a fluent in French
Log and resolve where possible all incoming customers queries and problems whether received by telephone, email or other means
To complete any tasks in connection with support within agreed timescales, taking ownership and responsibility for all calls that you pick up and follow through where possible
Follow customer service best practice, keeping customers informed on progress - following up queries, problems and resolutions
Ensuring all Infra queues, SCOM alerts are regularly checked and actioned within SLT's
Manage calls by correct severity level allocated and correct categorization to meet SLT's within defined process and as documented in Terms of engagement
Help to build and maintain a high performing Service Desk Team
Achieve a consistently high level of quality and response when dealing with IT support calls
Working with the Service Desk Team Leaders to actively review working practices and processes and actively contribute ideas for service improvement including continuous improvements against current service and support levels
Provide both verbal and written handover to other shifts to ensure awareness of issues and continuity of support
Create and maintain KB articles to share knowledge with colleagues
Training new members of staff
Requirements:-
Experience supporting a Citrix environment and XenAPP
Windows XP,
Office 2003 and 2010- Strong Word skills
Blackberry enterprise server and handsets
Remote control software
Experience supporting MAC, iPads, Smartphones and Tablets
Experiences of using a service manager tool eg Infra
Practical knowledge of Network infrastructure with an understanding of the key components and how to perform basic problem solving
Knowledge of PC hardware troubleshooting, configuration and set-up eg able to do basic problem determination at the hardware level
Have a good understanding of concepts such as a WAN, LAN, purpose of Servers, Intranet versus Internet, TCP/IP
ITIL Qualification required
Non Technical
A strong service oriented can do attitude, with a strong focus on the internal customer approach, committed to exceeding customer expectations
Excellent interpersonal and written communication skills, able to communicate in a clear manner and be able to use varying styles to suit the occasion and audience
Strong time management and organisational skills
Experience of multi-tasking, prioritizing and delivering in a highly pressured environment
Excellent service delivery
Excellent Customer Service skills, strong focus on and appreciation of customer service
Self-motivated approach with good evidence of initiative and self-reliance, able to work independently and as a team player
Attention to detail, clear, logical, analytical thinker
To be proactive and come forward with ideas/suggestion on taking the team forward
To be able to accept and work with ongoing changes in the working environment.
To keep abreast of the latest technologies and skills
Experience of Major Incident Management and Problem Management processes
Excellent telephone manner
The above job description is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.
For further information and to apply, please forward your CV.
About Hudson IT
Hudson IT serves as a trusted resource for clients seeking high-quality technology professionals and IT solutions. Known for our exceptional service, Hudson IT has been recognized in the top 1% of staffing firms for client and candidate satisfaction three years running. Learn more at our website.
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