Job Details

Remote Desktop Support Specialist with French


Europe Language Jobs






Krakow, Malopolskie, Poland


Information Technology, Language: English, French




Key Responsibilities
• Drive daily operations to achieve the agreed SLA and to provide best quality of service.
• Monitor the metrics in the team and guide the team towards attaining the metrics
• Team building
• Conduct monthly training in the upcoming technology or the new process defined by client.
• Creation of new processes
• Daily audit in team case tracker
• Documentation of processes
• Conduct assessments of the team to understand the level of knowledge and provide training where required
• Queue Management
• Client Escalation
• Preparing documents on escalations
• Ownership of CIM process from SD
• Daily analysis of incoming volumes to optimize team and coverage
• Ownership of team schedules and rosters
• Ownership of runbooksRequirements:
• Relevant experience in service delivery management
• Fluent French and very good English
• Relevant training in people management
• Technical helpdesk or technical call center experience is necessary
• Disciplined, systematic problem solving skills required
• Excellent communication and conversation skills (verbal and written)
• Good documentation skills Technical skillset required: Microsoft environment knowledgeIn-depth for desktop (Clients: Windows7, Windows Vista, Windows XP, Windows 2000)Conceptual knowledge on servers (Servers: Windows 2000, Windows 2003, Windows 2008)Good working knowledge of Active DirectoryRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007)Anti-virus and firewall supportVPN and remote dial-in usersIn-depth knowledge of peripheral devicesUnderstanding of PDA and blackberry supportIn-depth knowledge of Lotus application supportPC hardware knowledgeITSM ticketing tools Applicants for employment in Poland should possess work authorisation which does not require sponsorship by the employer for a visa.   We offer Life insurancePrivate health insuranceMultiSport CardLunch & leisure vouchersClear career path in a growing multinational organization Job location: Poland, Kraków  Job type: permanent, full time Language: English; French