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

 

 

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