HRO Recruitment is a specialist traditional recruitment business. HRO Recruitment is a brand of HRO Personnel Sp. z o. o. HRO Personnel is a Human Resources service provider operating under number 6696.
We are working as a recruitment provider searching on our Client's behalf for a person in the following role:
Service Desk Analyst with French
Location: Kraków
Service Desk Analyst is responsible for providing first line technical support to internal users with a focus on delivering excellent customer experience. They respond to users’ calls, analyze issues and perform required troubleshooting as per procedures. Service Desk Analyst logs all incidents in the system along with the description and steps taken and when needed transfers the incidents to second/third line of support. Service Desk Analyst handles also tickets raised directly by users through internal non-voice channel.
Key Accountabilities:
Provide technical support to internal users with a focus on delivering excellent customer experience
Understand the customer’s issue and ensure that the necessary action is carried out to resolve it
Resolve a high percentage of calls at first point of contact through the use of the knowledge base
Raise incidents/tickets to escalate problems to second and third level support areas as appropriate
Document incidents properly with accordance to quality standards
Ensure that the ticket kickback/errors are maintained low
Handle optimal number of calls/tickets based on volume
Focus on identifying projects/opportunities for process improvement to eliminate calls
Provide support to the Team and Team Leaders/Manager
Requirements:
Fluent French Language – written and spoken
Intermediate English language – written and spoken
Excellent interpersonal and communication skills
Proactive and self-motivated attitude
Experience in international and multicultural environment
Quick learner with an ability to share knowledge
Ability to work against challenging targets and thrive in a team environment with the willingness to adapt to a wide range of situations
Great analytics thinking and problem solving skills
Basic knowledge of IT infrastructure and good knowledge of MS Office tools
Bachelor’s degree in Computer Science /related technical field or equivalent experience would be an asset
We offer:
Stable job in professional team
Interesting path of career in an international organization
Consistent scope of responsibilities
An unique challenge to work with comprehensive IT platforms and technologies
Application specific and IT Trainings
Please add the following clause to the end of your submitted CV: “I hereby consent for HRO Recruitment, a brand of HRO Personnel Sp. z o.o. with their head office in Warsaw at Puławska 182, to use my personal details hereby submitted for their recruitment process (documenting and processing personal information and forwarding said information to their clients within the structure of the client’s recruitment projects) in accordance with the Law on Protection of Personal Data (Dz. U. 2002 r. Nr 101 poz. 926) until I submit a written withdrawal of consent. I confirm that I was informed of the right to modify, access and protect my personal information.”
