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  • [Junior] Service Desk Analyst with Italian

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[Junior] Service Desk Analyst with Italian

AXA XL

  • Promoted
  • 100% Remote
February 25
  • Wrocław, Poland
  • Junior
  • ASAP
  • Full-time
  • Contract of Employment
  • English (B2)
  • 100% remote
AXA XL
Apply now
  • Company size
    250+
  • Team size
    15
https://axaxl.com/

Job description

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 communiations.


What we offer

  •  flexible work arrangements
  •  private medical care with dental package
  •  life insurance (including family)
  •  paid day off for birthday
  •  reimbursement for glasses
  •  business casual dress code
  •  referral bonuses
  •  lunch allowance
  •  language courses
  •  fresh fruit in the office
  •  paid lunch break
  • cinema cards
  •  paid days for corporate and personal volunteering 

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

 

Requirements and qualifications

  • 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 Italian 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

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