Senior Service Desk Analyst with French
Senior Service Desk Analyst with French
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Job Description
Service Desk Analyst with French
Wroclaw Poland
You will be responsible for delivering high quality service that improves the overall colleague experience. You will provide support of ITrelated incidents and requests ensuring agreed Service Levels are met colleague expectations are managed and key targets are achieved. You will also contribute to the continual improvement of service delivery across all channels of colleague communication
DISCOVER your opportunity
What will your essential responsibilities include
- Provide first line IT support for all AXA XL colleagues across a range of technologies including desktop applications printing/scanning telephony mobile devices audio and video conferencing business applications etc.
- Act as a point of contact for colleague issues through phone chat email and portal providing exceptional service in all colleague interactions
- Cooperate with other IT teams in order to resolve incidents and requests
- Ensure incidents and requests are accurately logged assigned tracked and responded to in a timely manner in line with agreed SLAs Update knowledge management system as necessary
- Identify service improvement opportunities to key service management stakeholders
- Work with Incident and Problem management teams on individual proactive and reactive issues as necessary
- Grow general knowledge of IT and business systems increasing ability to resolve issues on first contact
You will report to Service Desk Team Leader.
AXA XL is an Equal Opportunity Employer and does not discriminate against any colleague or applicant for employment on the basis of race color national origin religion sex gender identity and/or expression sexual orientation age disability genetic information veteran status military status or any other category protected by local law.SHARE your talent
Were looking for someone who has these abilities and skills:
- Proven experience in a Service Desk role
- Basic understanding of IT principles and most commonly supported systems
- Basic technical knowledge and working experience with Microsoft products including email Client Server Network and Telephony technologies Mobile Computing Directory Services and overall understanding of infrastructure desktop and applications technologies
- Bachelors degree or relevant experience
- Fluency in English as the primary languageandfluentFrench is a must
- Outstanding customer service skills and a customer first mentality are a must
- Excellent verbal and written communication skills and telephone manner
- Ability to think logically to analyze troubleshoot and resolve complex issues
- Ability to multitask and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly reprioritize tasks is a must
- Team player skills and high ethical standards at work
- ITIL Foundations Certification is a plus
- Willingness to work on shift working pattern (three shifts covering 8am9pm MondayFriday) and weekend basis
FIND your future
AXA XL the P&C and specialty risk division of AXA is known for solving complex risks. For midsized companies multinationals and even some inspirational individuals we dont just provide re/insurance we reinvent it.
How By combining a comprehensive and efficient capital platform datadriven insights leading technology and the best talent in an agile and inclusive workspace empowered to deliver top client service across all our lines of business property casualty professional financial lines and specialty.
With an innovative and flexible approach to risk solutions we partner with those who move the world forward.
Learn more at
AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender sexual orientation age ethnicity and origins marital status religion disability or any other protected characteristic.
At AXA XL we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. Thats why we have made a strategic commitment to attract develop advance and retain the most diverse workforce possible and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. Its about helping one another and our business to move forward and succeed.
- Five Business Resource Groups focused on gender LGBTQ ethnicity and origins disability and inclusion with 20 Chapters around the globe
- Robust support for Flexible Working Arrangements
- Enhanced family friendly leave benefits
- Named to the Diversity Best Practices Index
- Signatory to the UK Women in Finance Charter
Learn more at AXA XL is an Equal Opportunity Employer.
Sustainability
At AXA XL Sustainability is integral to our business strategy. In an everchanging world AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 202326 Sustainability strategy called Roots of resilience focuses on protecting natural ecosystems addressing climate change and embedding sustainable practices across our operations.
Our Pillars:
- Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems the foundation of a sustainable planet and society are essential to our future. Were committed to protecting and restoring nature from mangrove forests to the bees in our backyard by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
- Addressing climate change: The effects of a changing climate are far reaching and significant. Unpredictable weather increasing temperatures and rising sea levels cause both social inequalities and environmental disruption. Were building a net zero strategy developing insurance products and services and mobilizing to advance thought leadership and investment in societalled solutions.
- Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. Were training our colleagues engaging our external partners and evolving our sustainability governance and reporting.
- AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them known as AXA XLs Hearts in Action programs. These include our Matching Gifts program Volunteering Leave and our annual volunteering day the Global Day of Giving.
For more information please see Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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