Service Desk Analyst (Bilingual French/English)

<p><strong>Making Mobility Seamless</strong></p> <p>Vix is a global leader in automated fare collection, transit information and transit analytics solutions. Trusted by over 200 city and regional transport authorities around the world, we have been driving change in fare collection for over 35 years.<br/> <br/> We offer a genuinely flexible working environment – customer outcomes and commitment to delivery is the focus at Vix. Work from the office, work from home – you’ll be able to manage your personal and professional commitments seamlessly at Vix. In fact, HRD gave Vix the excellence award in 2021 for our MyFlex program.</p> <p><strong>Find out more about your new workplace </strong><a href="https://vixtechnology.com/about/" rel="nofollow noreferrer noopener"><strong>here!</strong></a></p> <p><br/> We are looking for a <strong>Service Desk Analyst</strong> to join our Global Operations team, providing first-line helpdesk support to our customers. As a <strong>Service Desk Analyst</strong>, you will be responsible for managing incoming incidents, triaging and prioritizing them appropriately, and assigning them to L2 support. You will also complete administrative functions relating to the incident management system and deliver customer-facing reports each month. In addition, you will offer support to other departments and have an on-call requirement that rotates weekly across the team.<br/> <strong>NB: An ability to speak fluent French is an essential requirement for this role.</strong></p> <p><br/> We are a global organisation at Vix - embracing the strength that individual diversity brings to the collective. Bring your individual orientation, cultural heritage and distinctive thinking and experience – we want to hear from you!</p> <p><strong><br/> What you’ll be doing:</strong></p> <ul> <li>Monitoring incoming incidents and promptly action / assign within agreed response timescales</li> <li>Ensuring all data and updates are captured within the Incident Management system</li> <li>Answering the main Vix incoming telephone line and action calls / redirect as needed</li> <li>Ensuring customers are kept informed throughout the life cycle of an open incident</li> <li>Monitoring systems/device manager and subsequent tickets generated (including Out of Hours via on-call rota)</li> <li>Completing customer reports each month according to agreed deadlines</li> <li>Assisting finance with timesheet entry compliance</li> <li>Activate and post SIM cards and assist with other SIM-related issues/queries</li> <li>Provide information/data internally as requested</li> <li>Provide assistance and support with system access/configuration</li> <li>Support various business initiatives through data provision (tender process, customer satisfaction surveys, etc)</li> </ul> <p><strong><br/>Essential Skills:</strong></p> <ul> <li>Previous experience working within a service or support environment</li> <li>Previous experience in a customer service capacity</li> <li>Proven administration skills (typing, data entry, Excel)</li> <li><strong>Fluent in French language (written &amp; spoken)</strong></li> <li><strong>Strong written and verbal English and excellent phone manner</strong></li> <li>Autonomous and independent with great organisation/prioritisation skills</li> <li>Knowledge of IT systems and applications</li> </ul> <p><strong><br/>Desirable Skills:</strong></p><ul> <li>Helpdesk/incident management software knowledge</li> <li>Familiar with ISO processes &amp; procedures</li> <li>Knowledge of ITIL methodology</li> </ul> <p><strong><br/>What You’ll Bring To The Role:</strong></p> <ul> <li>Strong work ethic, strong level of commitment and highly reliable</li> <li>Excellent written and verbal communication skills at all levels; excellent phone manner</li> <li>Excellent numeracy, grammar, and analytical skills</li> <li>Able to work to tight and often changing deadlines</li> <li>Able to cover on-call/after hours as per rota</li> <li>Team player, able to work to meet group objectives</li> <li>Proactive and positive approach to problem-solving</li> </ul> <p><strong><br/>What’s in it for you?</strong></p> <p>Besides the opportunity to work for a global company that is customer and people focused. We offer:</p> <ul> <li>An award-winning flexible working culture with a truly flexible working environment –– we don’t get hung up on location, we are interested in achieving outcomes for and delivering to our customers.</li> <li>A focus on learning and development – we have a sleek onboarding and L&amp;D platform – get up to speed quickly and continue learning on your Vix journey</li> </ul> <p><br/> <strong>Sounds good? Then apply now. Get on board here!</strong></p> <p>Add your resume and anything else to showcase why you would be a great addition to our team. <strong>Unless otherwise stated, we regret that this position is only available to people with eligible working rights for the EU, currently residing in Belgium.</strong></p> <p><br/><em>N