IT Helpdesk / Support with French
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
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What will be your responsibilities?
- Be a first point of contact for incidents and service requests logged by the end users
- Receiving, logging and managing tickets received via phone (around 40 calls per day) and emails
- 1st line support - remote troubleshooting and resolution of IT problems related to end user devices, network, applications and computer peripherals
- Prioritize requests and incidents based on impact and urgency by selecting severity level
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Creating and updating support documentation and knowledge base articles to assist other support staff and end users
What we expect from you?
- Excellent written and verbal communication skills in French and English
- Strong active listening skills and ability to work independently
- A big advantage will be prior IT support experience related to passord reset, software installation and general user management
- Basic understanding of computers, network, software, mobile devices and cloud based technologies
- Ownership, responsibility and critical thinking
Employee perks, benefits:
- Hybrid work model;
- Long-term and stable cooperation;
- Performance bonus;
- Financial appraisal for referring your friends and acquaintances;
- Monetary compensation for the night shifts and compensation days for working during the Czech state holidays;
- Meal allowance;
- Multisport card;
- Benefit card;
- Organized training sessions during the first weeks and further upskilling courses (online, with our experts);
- 25 days of paid leave;
- Modern offices (Vlnena Street) with a game room, a silent zone, kitchenettes, and a terrace in the center of Brno, 2nd largest city in the Czech Republic;
- Expat Assistance Services for new joiners;
- Relocation Package;
- Teambuilding activities.