Opis firmy:

HRO Recruitment is a specialist traditional recruitment business. HRO Recruitment is a brand of HRO Personnel Sp. z o. o. HRO Personnel is a Human Resources service provider operating under number 6696. We are working as a recruitment provider searching on our Client's behalf for a person in the following role:

Service Desk Analyst with French


  • Service Desk Analyst is responsible for providing first line technical support to internal users with a focus on delivering excellent customer experience. They respond to users’ calls, analyze issues and perform required troubleshooting as per procedures. Service Desk Analyst logs all incidents in the system along with the description and steps taken and when needed transfers the incidents to second/third line of support. Service Desk Analyst handles also tickets raised directly by users through internal non-voice channel.
  • Key Accountabilities:
  • Provide technical support to internal users with a focus on delivering excellent customer experience
  • Understand the customer’s issue and ensure that the necessary action is carried out to resolve it
  • Resolve a high percentage of calls at first point of contact through the use of the knowledge base
  • Raise incidents/tickets to escalate problems to second and third level support areas as appropriate
  • Document incidents properly with accordance to quality standards
  • Ensure that the ticket kickback/errors are maintained low
  • Handle optimal number of calls/tickets based on volume
  • Focus on identifying projects/opportunities for process improvement to eliminate calls
  • Provide support to the Team and Team Leaders/Manager


  • Fluent French Language – written and spoken
  • Intermediate English language – written and spoken
  • Excellent interpersonal and communication skills
  • Proactive and self-motivated attitude
  • Experience in international and multicultural environment
  • Quick learner with an ability to share knowledge
  • Ability to work against challenging targets and thrive in a team environment with the willingness to adapt to a wide range of situations
  • Great analytics thinking and problem solving skills
  • Basic knowledge of IT infrastructure and good knowledge of MS Office tools
  • Bachelor’s degree in Computer Science /related technical field or equivalent experience would be an asset


  • Stable job in professional team
  • Interesting path of career in an international organization
  • Consistent scope of responsibilities
  • An unique challenge to work with comprehensive IT platforms and technologies
  • Application specific and IT Trainings