End Users Servives Analyst Courbevoie Fr 92400 H/F Nexans

Job Description

Position : End Users Services Analyst

Organization

- Function: Information System

- Country: All the countries in Nexans

- Location:: Local Country

- Supervisor: End Users Services Lead

Context

- Provide expertise in the maintenance as well as in the management of the Nexans assets repository within a Global Support team

Purpose

- Provide efficient and timely support to all users

- Restore service, formalize & track ticket resolution with a high-resolution rate

Areas of responsibility

- Operations & Support

- Handle user requests and incidents in an effective manner in terms of speed, quality and with a user service attitude, respecting the IT Nexans best practices and processes

- Manage the tasks and the ticket backlog to guarantee the continuity of service and the good level of customer service

- Workstation management throughout the workstation lifecycle based on Core IT Nexans standards

- Ensure that infrastructure standards and Core IT processes are respected

- Shared Services

- React quickly on a security event, ensure that necessary steps are taken to prevent the dissemination, enforcing procedures defined by the security operations team

- Provide local assistance to global project as Carve In / out

- Ensure local support for the Global core IT teams when required

- Continuous Improvement

- Contribute to the transfer of know-how, experience and best practice within the team and with project stakeholders

- Contribute to the consistency of Supporting services by bringing ideas and user feedback

- Document solutions to incidents and problems in the knowledgebases

- Knowledge Management

- Update Knowledge Management System with relevant documentation

Expected results

The End User Services Analyst must have very good interpersonal skills, a very good presentation, be autonomous, be rigorous and reliability. He must have a strong sense of customer services, he must be able to surround himself with N2 and N3 support technicians and he/she accompanies the users on the changes.

Position sizing

- Member of the Global Support team

Required skills and qualifications

- Language: Fluent English (high level of both spoken and written English)

- Minimum of 5 years' experience in supporting IT expert solutions and VIP support

- Ability to apprehend a situation, to find a solution, by an adapted, effective and intellectual approach adapted, efficient and reasoned and/or intuitive in order to solve a problem

- Ability to organize with rigor, to seek the quality of the achievements, to ensure their conformity with a procedure, an operating mode: sense of detail, precision...

- Ability to control and adapt reactions in a professional environment

UNE CULTURE TOURNEE VERS LA CROISSANCE

Nos salariés partagent les mêmes valeurs : nous sommes des pionniers de la transition énergétique, déterminés à respecter les normes de performance les plus élevées et unis pour atteindre notre objectif ambitieux.

A l'échelle individuelle, notre culture de croissance est fondée sur la confiance et la collaboration. Nous souhaitons vous intégrer comme un membre précieux de notre équipe. Afin de favoriser votre intégration, nous croyons en l'autonomie, tout en encourageant le partage des connaissances au sein de notre organisation.

PROGRAMME DE COOPTATION

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