This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
We are seeking an IT Service Desk Specialist to provide first-line and second-line support for enterprise end users within a multi-partner environment. This role involves managing incidents, service requests, and authorisations through various communication channels, ensuring timely resolution and compliance with SLAs. You will act as a key liaison between internal teams and external partners, contributing to service improvement initiatives and maintaining knowledge databases
Job Responsibility:
Receive and manage requests/incidents via multiple channels (calls, email, portals such as Remedy, ServiceNow)
Acknowledge and validate requests within agreed response times
Provide Level 1 support and first-time resolution
escalate and manage Level 2 support when required
Process tickets and orders in relevant systems, ensuring accuracy and completeness
Liaise with internal and external partners to ensure SLA compliance
Maintain FAQs and knowledge management collateral
Authorise communications against approved lists and report unauthorised contacts
Contribute to service improvement initiatives and support knowledge management processes
Handle incidents and escalations with ownership throughout their lifecycle
Requirements:
C1-C2 French Speaker
Experienced in customer-facing IT support functions
Strong technical and IT knowledge, including MS Office applications
Familiar with multi-partner environments and ITIL processes (certification desirable)
Skilled in communication and able to work effectively in international teams
Analytical, organised, and proactive, with the ability to remain calm under pressure and adapt to change
What we offer:
Opportunity to work in a global, collaborative environment
Exposure to cutting-edge IT service management tools and processes
Career development through training and industry certifications
A culture that values diversity, inclusion, and continuous learning