Service Desk Analyst with French

Service Desk Analyst with French, 1st level IT support with French
Service Desk Analyst with French (1st level IT support)

Our client operates an international network of facilities serving a wide range of industries including aerospace, defence, automotive, power generation, oil & gas, construction, machine building, medical and transportation. provides thermal processing services which improve material properties such as strength, durability and corrosion resistance, enabling manufacturers' components to work more efficiently with significantly extended operational lifetimes.

You would be part of their SSC in Prague 8 that has currently around 140 employees and provides services for the whole EMEA region. Your focus would be on 1st level IT support for company's french employees.

Reporting to the Enterprise ServiceDesk Manager, the Service Desk Analyst provides a central point of contact for all incidents and requests. Offering first line IT support to IT users across 165 sites globally, the ServiceDesk Analyst will be a key member of the Group IT team, helping to deliver a consistently excellent quality of service to the business.

Key Accountabilities:
• Acting as the central point of contact for all user incidents and requests coming into the ServiceDesk.
• Working shifts between 8am and 6pm, supporting company's IT users.
• Delivering outstanding customer service by understanding users IT and business needs.
• Accepting inbound telephone calls and e-mails, ensuring they are logged accurately in Company's Service Management Application.
• Resolving incidents & requests in line with the defined service desk processes and to agreed Business service levels.
• Managing incidents and requests, providing updates to customers and carrying out 1st line fixes where possible.
• Communicating information and where possible first line fixes to customers in a clear and concise manner.
• Liaising with members of other support teams, in order to ensure incidents and requests assigned to the correct resolver group.
• Performing as part of a team in order to meet KPIs, SLAs and goals. Education/Qualifications, Experience, Knowledge/Skills Essential Skills
• Minimum of 1 years of experience working in a technical support environment.
• Experience of Service Desk and Incident and Request Management processes based on best practice approach to IT Service Management.
• Experience of working with and communicating effectively with peers and colleagues at all levels.
• ServiceDesk skills, diagnostic and troubleshooting abilities, and practical problem solving skills.
• Excellent Customer Service, attention to detail, and analytical skills.
• Language skills – (English and French required)

Desirable Skills
• Minimum of 1 years of experience working in a technical support environment

Personal Qualities
• A high energy professional capable of making a difference within Group IT and able to work towards a common vision or goal.
• Good written and verbal communication skills.
• Excellent active listening and analytical skills.
• Ability to work under pressure whilst still paying attention to detail.
• Exceptional level of customer service skills and an ability to deal effectively with customers, clients, peers and management, in a professional manner.
• Must have a flexible approach and excellent interpersonal skills – the ability to work as and motivate a team is essential.
• Self-motivated with ability to work without direct management control.
• Patient and supportive individual with an enthusiastic and positive attitude.
• High levels of personal responsibility and problem ownership

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Job Type
Business Services

Talk to a consultant

Talk to Jonatan Burda, the specialist consultant managing this position, located in Prague
Hays Czech Republic, Olivova 4/2096

Telephone: +420 770 179 573