IT Helpdesk Technician
Boudry - Neuchatel
Cognizant is currently looking for a fluent French and English speaking IT Helpdesk Technician for a contract role based in Boudry- Neuchatel area.
Ideally looking for someone with a short notice period or immediate availability
This is a long term contract. 12 months plus.
As member of the EMEA IT Support Group, you will be the escalation point of complex incidents and requests from the Service Desk. You manage incidents and service requests, from opening, follow-up, and resolution to closure.
o Answer/ respond to incoming requests and resolve customer problems
o Act as a single point of contact for resolution of issues
o Document customer requests in call tracking system
o Interact with customers and co-workers to diagnose and resolve problems
o Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
o Support feature, functionality, and usage of specific applications
o Troubleshoot software and hardware problems
o Provide level 1 and 2 technical support
o Stay current on and adhere to established policies, procedures and documentation
o A degree in Business and/or Information Systems and/or MCSE, MCP or recognized IT professional qualification.
o 1-2 years of experience in IT Support / Helpdesk delivery in an international and multi-cultural environment.
o Excellent spoken and written French and English required. Other European language a plus.
o Strong customer service skills
o Strong problem solving skills and decision making ability
o Strong enthusiasm and desire to learn
o Strong written and verbal communication skills
o Effective listening skills
o Work well in a team environment
o Self-motivation and organization
o Ability to learn and apply technical information in a fast-paced, demanding work environment
o Ability to follow policies and procedures; attention to detail
o Solid technical understanding of all aspects of running a multi-national helpdesk including Microsoft software, active directory, hardware, Apple devices, mobile phone, servers, etc.
o Good understanding of IT Support fundamentals. ITIL experience and knowledge is a definite plus.