NTT Europe GDC s.r.o. is hiring a Service Desk Analyst – French Speaking. This is an entry-level engineering role where you will provide professional remote technical support to clients by proactively identifying and resolving technical incidents and problems. You will use your technical knowledge to handle enquiries and troubleshoot issues reported by clients.

What You'll Do

Serve as the initial point of contact for end-users seeking technical assistance in networking, collaboration tools, and end-user computing.
Provide prompt and efficient troubleshooting and support for incidents and service requests related to networking issues.
Resolve collaboration-related issues, including email systems, video conferencing platforms, instant messaging tools, and document sharing applications.
Address end-user computing problems encompassing operating systems, hardware, software applications, printers, and mobile devices.
Utilize appropriate tools, techniques, and remote access software to diagnose and resolve technical issues.
Follow established procedures, guidelines, and best practices to deliver timely and accurate resolutions.
Document all incidents, service requests, and actions taken in the service desk ticketing system.
Escalate complex or unresolved issues to level 2 or higher-level engineers or specialised teams.
Collaborate with other IT support teams to resolve cross-functional issues and contribute to problem resolution.
Monitor network performance, conduct routine maintenance tasks, and apply patches and updates to network infrastructure and collaboration tools.
Assist in the development and maintenance of knowledge base documentation, troubleshooting guides, and standard operating procedures.
Keep up to date with industry trends, emerging technologies, and best practices in networking, collaboration, and end-user computing.
Adhere to IT service management processes and standards, including incident, problem, and change management procedures.

What We're Looking For

Basic experience in a service desk or helpdesk role, providing support in multiple IT towers, including networking, collaboration, and end-user computing.
Knowledge of networking concepts and protocols, such as TCP/IP, DNS, DHCP, VLANs, routing, switching, video conferencing, and collaboration tools.
Familiarity with end-user computing technologies, including Windows and macOS operating systems, hardware troubleshooting, software applications, mobile devices, and printer configurations.
Proficiency in using network monitoring and troubleshooting tools, collaboration platforms, remote desktop tools, and incident ticketing systems.
Problem-solving and analytical skills with the ability to think logically and troubleshoot issues effectively across multiple IT domains.
Good customer service orientation, with the ability to communicate technical concepts to non-technical users in a clear and concise manner.
Ability to prioritize and manage multiple tasks, work under pressure, and meet deadlines in a fast-paced environment.
Effective teamwork and collaboration skills, with the ability to work closely with cross-functional teams and stakeholders.
Fluent in English (Mandatory).
Fluent in French (Mandatory).

Nice to Have

Bachelor's degree or equivalent in information technology, computer science, or a related field.
Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications.

Technical Stack

Networking: TCP/IP, DNS, DHCP, VLANs
Operating Systems: Windows, macOS

Work Mode

This role offers a hybrid work arrangement.

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.