Service Desk Analyst

Permanent Regular

Job Description:

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

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What you'll be doing:
We are seeking a skilled and experienced IT Service Desk Operator - HQ to join our team in Pluxee. As the IT Service Desk Operator, you will play a critical role in ensuring the smooth operation of our IT services and providing excellent support to our HQ employees. Your expertise in providing field support, identity and access management, hardware and software provisioning, networking, and IT asset management will be instrumental in driving efficiency and delivering exceptional service.
The Service Desk Operator will be part of a team of Global Service Desk operators to provide operational support to Pluxee HQ end users and VIP users
He/she is also responsible to ensure a high quality service delivery under his/her scope maintained to an agreed level of service
He/she will also need to demonstrate a customer-oriented approach during the provisioning of technical / operational support

• Provide high-quality technical support with exceptional customer service.

• Provide field support activities, including troubleshooting, debugging, and operational maintenance, to ensure prompt issue resolution and minimal disruption to operations.

• Providing exceptional VIP Support process, providing personalized assistance and prioritized resolution for VIP users on-site.

• Supporting identity and access management process troubleshooting, utilizing administration tools and managing onboarding and offboarding processes.

• Running the provisioning of hardware, mobile devices, and other IT supporting devices, ensuring proper configuration and functionality, and managing assets inside Hardware and Software Assets Management tools

• Manage hardware, software, and licenses inventory, ensuring compliance, efficient deployment, and license management.

• Maintain hardware asset management processes, including tracking hardware lifecycles, mobile devices, and SIM card distribution, optimizing asset utilization and cost-effectiveness.

• Supporting network troubleshooting to manage WAN and LAN across shared sites, including Firewall and SSL/VPN setup, Proxy configuration, IP management, DNS, DHCP, and NTP management.

• Stay updated on industry trends and emerging technologies, recommending innovative solutions to enhance service desk operations and infrastructure.

You're a match

Soft Skills
o Stress and Priority Management
o Team Collaboration Skills with ability to provide supports remotely.
o Client Focus / Customer Satisfaction
o Adaptability on Multi-Cultural Environment
o Able to challenge the status quo and to work in a changing environment.

Knowledge and Experience:

• Minimum of 5 years of work experience in IT service desk technical support, demonstrating a successful track record in delivering exceptional support.

• Proven experience in providing field support activities, troubleshooting, debugging, and operational maintenance, with a focus on on-site VIP support.

• Experienced in identity and access management solutions within the Microsoft O365 environment

• Good knowledge of networking principles and protocols.

• Proficiency in equipment management, including procurement, inventory management, and maintenance.

• Understanding of networking principles, protocols, and troubleshooting techniques.

• Excellent problem-solving skills and the ability to work effectively under pressure.

• Strong organizational and time management abilities, with the capacity to handle multiple tasks simultaneously.

• Exceptional customer service skills and a strong commitment to delivering a positive user experience.

Languages:
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Competencies:
Attention to Detail (Competent)
Collaborates (Competent)
Customer Service Expertise (Competent)
Incident Management (Competent)
Knowledge Management (Competent)
Multitasking and Time Management (Competent)
Problem-Solving (Competent)
Remote Support Tools (Competent)
Technical Acumen (Competent)
Ticketing Systems (Competent)

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Happy at work
1) A meaningful job: Be the change Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) A great culture: People matter – a lot Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun
3) An empowering environment: Be yourself At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.

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