PURPOSE:
My client require a French and Dutch speaking IT support professional to provide a customer focused Service Desk support service in accordance with the documented Helpdesk SLA to all IS Users in the UK, Netherlands and Belgium.
To provide a French speaking customer focused Service Desk support service to all Users in France in accordance with the documented Helpdesk SLA.
To resolve incidents first line and to facilitate the involvement of other support organisations.
To act as a translator for both French (Essential) and Dutch (Secondary) languages in both written and verbal communications for IS Management and Support.

NEED TO ACHIEVE
Key Outputs:
To provide a reactive and proactive quality Service Desk support service to all Users within the UK and NE businesses, ensuring every attempt is made to resolve the incident first line without passing it to a second level support team.
To liaise with IS Support in France and the Netherlands, acting as a translator when required to ensure incidents are resolved as quickly and efficiently as possible.
To accurately record all incidents on a Call Management System detailing all the relevant information relating to the call to ensure all incidents are managed efficiently.
To be fully conversant with Incident Management processes/procedures and Service Level Agreements, ensuring escalation procedures are activated and both Management and Customers are kept informed of progress.
To provide guidance to Users on how to use various aspects of systems running on all platforms, as well as User Management functionality.
To provide advice to customers Users regarding hardware and software requests/purchases, advising on correct procedures, ensuring advice given is based on the latest IS policy.

NEED TO KNOW

Languages:
English Business Discussion (Fluent written and spoken)
French Business Discussion (Fluent written and spoken)
Dutch Business Discussion (Fluent written and spoken)

(Please not Dutch is an advantage, but not essential.)

IT Support:
Windows 2000 & XP
MS Office 2000 and above
Novell file / print environment
SAP
Lotus Notes Vn 6.5

Specifically:

Strong knowledge of IT environment and its application to the business.
Excellent communication and customer-orientated skills are a necessity, as well as the ability to persuade to win the cooperation of others.
The ability to be able to switch from one language to another very quickly.
The ability to work within a team is also essential.