French Speaking Service Desk Technician

We are looking for a French Speaking Service Desk Technician for an international company in Gothenburg. Start ASAP, 6 months contract to begin with.


The Service Desk Technician is responsible for delivering 1st line support to a global IT Support. The areas of support include, but are not limited to, creating accounts in AD, troubleshooting, assign to second line, IT infrastructure and application installation when needed.

Key Accountabilities:
Responsible for delivering 1st line support
Ensure that the global policies, processes and procedures are followed.
Proactively suggest new ways of working and improvements to increase efficiency and effectiveness.
Actively participate in process improvement
Actively participate in building and maintaining Knowledge base articles related to the end user support.
Take ownership of the support tickets generated
Adhere to the ways of working and procedures to ensure consistency and quality in the underlying data and information as well as timely and relevant communication with the end users.
Keep end users informed of the status of all tickets at all times.
Deliver support within the defined SLAs and take action whenever an SLA breach is imminent.
Participate in User Acceptance Tests when necessary


Key Decisions
Proactively escalate needed changes in the support processes to increase efficiency, quality and end user satisfaction.
Determine whenever a Knowledge gaps occurs and work towards getting the necessary Knowledge base articles created.

Competencies
Excellent customer service focus
Act with a “Customer at heart” attitude, always acknowledging the user’s needs.
Works in an organised and structure way
Proactiveness and understanding of business criticality.
Problem solving skills
Flexible and a “can-do” attitude.
Team player


Qualifications And Experience
Minimum of a high school education or similar
Minimum of 3 years of Service Desk first line experience
Experience of working in and knowledge of IT support processes
Skill in the Microsoft end-user environment
Basic understanding of Microsoft service software and related operation server management tools
Understanding of process automation through IT enabled solutions is a plus
ITIL foundation v3 Certificate
Fluent in English, spoken and written


Any Other Information
Fluent in French, spoken and written
Fluent in English, spoken and written


This is a full-time consultant position through Incluso in Gothenburg, start ASAP, 6 months contract to begin with.

Please submit your CV and cover letter (in English) as soon as possible since we will review the applications on an on-going basis.

For more information about this role, please contact Marianne Nilsson, recruiter at Incluso.