Help Desk Support with French & English (Pitesti)

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Employer: Vauban becomes Inetum
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Pitesti
  • nationwide
    Updated at: 12.01.2021
    Short company description

    Inetum is an agile IT services company that provides digital services and solutions and a global group that helps companies and institutions to get the most out of digital flow.

    Vauban, the Romanian division of Inetum, is an important player in the IT services and solutions market in our country, with over 13 years of activity. Vauban has over 450 employees who provide, from the service centers in Bucharest, Pitesti and Constanta, IT consulting services, infrastructure and software development services, digital services, solutions for Smart City.

    Requirements

    • French speaker – is a must
    • Advanced in English
    • Knowledge of computer operating systems
    • Strong client communication skills
    • Customer service orientation
    • Troubleshooting and multi-tasking skills
    • Proven working experience in providing Help Desk support – would be a plus

    Responsibilities

    • The role requires the person to serve as a connection between users and other departments within the company
    • Respond to queries over the phone or through the designated applications
    • Provide first level contact and convey resolutions to customer issues
    • Properly escalate unsolved queries to the next level of support
    • Track, route and redirect problems to correct resources
    • Walk internal customers through problem solving process
    • Follow up with customers, provide feedback and see problems through to resolution
    • Utilize excellent customer service skills and exceed customers’ expectations
    • Ensure proper recording, documentation and closure of issues
    • Provide technical assistance and support for incoming queries and issues related to computer systems
    • Ask questions to determine nature of problem
    • Walk internal customers through problem-solving process
    • Advise users on appropriate action
    • Follow up with customers to ensure complete resolution of issues
    • Gain feedback from customers about solution offered /problems encountered and take proper actions / make proper information within the team and to the management
    • Follow internal standard help desk procedures
    • Log all help desk interactions
    • Redirect problems to correct responsible parties
    • Identify and escalate situations requiring urgent attention
    • Track and route problems and requests and document resolutions
    • Prepare activity reports
    • Inform management of recurring problems
    • Stay current with system information, changes and updates
    • Train other staff members on troubleshooting and diagnosing problems
    • Train new staff members
    • Actively participate in improving internal processes and procedures
    • Write, edit, and revise training manuals for new and updated software and hardware
    • Use own initiative and operate under a minimum of supervision for internal effectiveness
    • Have a positive approach to additional tasks on an as-needed basis


    Other info

    Benefits:
    Interesting salary conditions
    Undetermined period of contract
    Career plan (professional, academic, and financial)
    Medical insurance
    Official training's and certifications
    Meal tickets
    Professional and friendly working environment
    Location: Pitesti