Service Desk L1 Responsible - French Speaker

<p>The Opportunity:</p><p></p><p><br/>Avantor is looking for a dedicated Service Desk L1 Responsible – French Speaker</p><p>This role will be a full-time position based out of our Bucharest, Timpuri Noi, office - hybrid mode or can be remote for person applying outside Bucharest.</p><p>The IT Service Desk is an extremely important resource for any corporation because it provides employees with a central point of contact when having issues with IT services or equipment.</p><p>If you have experience in high level of IT and technical skills with extensive trouble shooting capabilities to identify root cause, let’stalk!</p><p></p><p>The team</p><p></p><p>Avantor's IT Operations group team consists of 60 individuals globally, with 9 based in Romania.</p><p>As a member of the IT Operations group, reporting to the Team Lead of Service Desk L1 Romania, the Service Desk L1 is responsible to assist employees by trouble- shooting and solving their issues.</p><p>The Service Desk Responsible will provide first level software, hardware and networking support through Phone, email and chat within the stipulated period and track open incidents until closure. Collaborative problem-solving and analytical skills is essential and must be performance driven. Key success factors will include a positive attitude and the ability to work independently as well as within teams. As part of this well-respected IT group, you will enjoy a wide variety of self-directed work within a supportive team environment.</p><p></p><p>What we’re looking for:</p><ul><li>Ability to speak and write fluently in Business English and French language.</li><li>1-3 years proven experience in a similar role and size of organization.</li><li>Knowledge of supporting modern office products and Enterprise Management Software</li><li>Experience in supporting end-users in a Microsoft Windows 10 / O365 environment.</li><li>ITIL certification Certification is an added advantage.</li><li>Good knowledge of supporting mobile technology (both OS and hardware)</li><li>Good knowledge in understanding networking protocols, fundamentals, and architecture</li><li>Multi–tasking abilities &amp; time bound performance.</li><li>High Level of interpersonal skills and ability to work well with others in a team.</li><li>Customer Orientated and collaborative team spirit.</li><li>Analytical &amp; cognitive thinking.</li><li>Process orientated approach and results driven.</li><li>Natural aptitude for troubleshooting and problem solving.</li><li>Continual improvement and innovation.</li><li>Independent Research and Learning.</li></ul><p></p><p>How you will thrive and create an impact:</p><p></p><ul><li>Provide in-house IT support to end users via Phone, Email and Chat.</li><li>Provide support in fluent written and spoken English and at least one other European.</li><li>Virtual / physical desktop support problems</li><li>Hardware issues (printer, iPhone/Android configuration and other peripheral devices)</li><li>Software (outlook configuration, OneDrive, OneNote, other MS applications.,)</li><li>Network related issues (VPN, WIFI etc.,)</li><li>Install applications and updates through SCCM.</li><li>Provide tech support by performing remote troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication and customer support.</li><li>Administer and support user accounts on AD, Office 365, and business critical applications</li><li>(SAP, Salesforce, QlikView etc.,)</li><li>Correctly logging Incidents, categorizing, and prioritizing them in line with process and follow- up until closure.</li><li>Properly route incidents to resolver teams for out-of-scope issues and maintain updated knowledge base repository.</li><li>Identify and prioritize incidents requiring immediate/urgent attention.</li><li>Co-ordinate problem tickets with internal teams, POC for liaising with business users and the resolver teams.</li><li>Handle Identity access management requests through Service requests.</li><li>Identify and suggest possible improvements on procedures.</li><li>Adhere to company policies and consistently achieve KPI targets defined for the process.</li><li>Learn fundamental operations of commonly used software, hardware, and other equipment.</li><li>Provide 1st level support to users throughout the business via phone, chat, email, or ITSM.</li><li>Work on aligning SOP, knowledge- and document repositories.</li></ul><p>Provide daily Status Report and escalations to Team Leader</p><p></p><p>Disclaimer:</p><p>The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.</p><p></p><p>Why Avantor?</p><p></p><p>Dare to go further in your career. Join our global team