First Line Analyst - French Speaker

This is an internal position.

Location: Cape Town | Job-ID: 221165 | Contract type: Contract or Permanent | Business Unit: GSD

French Speaking - Service Desk Analyst  

Description:  

Role Purpose: Roles at this level will contribute to the design and implementation of solutions.

Key Responsibilities:

• First line response and resolutions,
• Customer interaction, triage and information gathering,
• Utilizing cutting-edge analytics platforms to pro-actively and reactively resolve end-user technical issues,
• To be a successful customer experience associate, you will be proactive in answering customer inquires through our multiple channels including phone calls, self service channels and live chats,
• Your primary job duty includes maintaining a positive attitude and focusing on customer satisfaction,
• Utilizing your active listening skills and proficient writing skills to take control and promptly resolve end-user customer issues and to ensure maximum client satisfaction,
•  Applying your ability to follow processes and knowledge best practises to deliver the best service outcomes for every end-user engagement.
• Working collaboratively within the team to identify and drive improved efficiencies and solutions.

Essential Knowledge/Skills:

• Grade 12 or equivalent NQF level 4 information technology diploma,
• Good working knowledge of Microsoft office 365 applications,
• A strong service-oriented (Can-do) culture with a strong focus on the internal customer approach, committed to exceeding customer expectations,
• Availability to work across a 24 x 7 shift pattern,
• Eloquence – verbal and written skills in French is an essential skill to converse with our Global user community,
• Dynamic but aware of the views and feelings of others,
• Able to operate as a good team player,
• Drive and energy to contribute to a fast paced, ever-changing environment,
• Has an analytical and logical approach when dealing with customer queries or issues,
• Demonstrate clear purpose, enthusiasm, and commitment,
• Attention to detail and ability to follow and implement bust practice processes,
•  Be able to use varying styles of communication to suit the occasion and the audience,
• Suggest new ideas within the team,
• Self-motivated with the ability to work unsupervised,
•  Punctuality,
• Solid and stable connectivity, reliable fibre area and LTE connection is essential to run the service (Video is required)

Desirable knowledge/ Skills.

• Grade 12 – (Subjects) Mathematics and Computer science,
• Microsoft Office 365 applications experience,
• 1 Year in the customer service industry,
• Basic trouble shooting abilities in the technical / networking environment,
• ITIL foundation V3 / Good understanding of ITIL,
• MCSE or equivalent,
• A+ or networking Essentials,
• Diploma/ Degree in computer science or information technology.

 NB: The company reserves the right not to make an appointment to this position, subject to business requirements and operational needs.

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter