IT Helpdesk Support with French and English

Job description

Ref: req35903

Jump start your IT career with DHL IT Services - an award winning employer and Service Desk department - Czech Employer of the Year in Prague 2015 and SDI
Best Large Service Desk 2015.

SUMMARY

You will provide 1st level IT Support to our colleagues from within Deutsche Post DHL global logistics group and ensure that their day-to-day and long-term IT matters are resolved. As our employee you will become part of DPDHL with offices in over 220 countries and global employee community of almost half million people. Our office in Prague operates an internal data center with about 1,400 employees of app. 70 nationalities.

YOUR WORK

·  You will work as a member of an international team for 40 hours per week, Monday to Friday, covering core hours between 7 am and 9 pm in various 9 hours' shifts.
·  About 50% of your time will be spent on the phone talking to the supported employees of DPDHL, receiving their requests for IT assistance in a pleasant and professional manner.
·  All requests for IT assistance are managed using a Service Management ticketing system and you will update this system with relevant information about the reported fault details and contact information.
·  You will assign/allocate requests that you can't resolve yourself according to internal procedures, update the ticketing system and advise customers of the actions taken.
·  To help you resolve internal customers' requests you can search existing company knowledge database, documentation and previous requests for assistance on related topics and update the ticketing system with any findings.
·  Sometimes you will be also required to provide the internal customer with information and advice on how they can resolve their problems themselves. Again you will update the ticketing system of any such action taken.
·  You will contribute to keeping track of organization's IT assets by maintaining and reporting up-to-date and accurate inventory information.
·  As we are a process and standard oriented organization – as the IT industry requires - you will be expected to follow agreed standards and procedures in all aspects of work.

Desired profile

YOUR SKILLS

·  Speaking fluent French and English with corresponding advanced knowledge of written form of both languages
·  IT skills at least on a basic user level are required (you will be further trained); higher level of IT skills may give you an advantage both for the job within the Service Desk and for possible advancement within the company
·  Experience with any kind of customer service, preferably from an international business environment
·  Ability to work in a multinational team or simply get along with people from various culture backgrounds, tolerance and sensitivity to cultural differences are important to us
·  You should enjoy helping to solve problems for people and have good analytical and problem-solving skills