End Users Servives Analyst

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