Assistant Manager - FirstLine Support (French Language Expert)

John Cockerill, enablers of opportunities

Driven since 1817 by the entrepreneurial spirit and thirst for innovation of its founder, the John Cockerill Group develops large-scale technological solutions to meet the needs of its time: facilitating access to low carbon energies, enabling sustainable industrial production, preserving natural resources, contributing to greener mobility, enhancing security and installing essential infrastructures.

Its offer to businesses, governments and communities consists of services and associated equipment for the sectors of energy, defence, industry, the environment, transports, and infrastructures. With over 6,000 employees, John Cockerill achieved a turnover of € 1,209 billion in 2023 in 29 countries, on 5 continents.

Nature and scope

Within the John Cockerill Group's ICT department, the Frontline Support Agent plays a key role by being the first point of contact for users in the context of IT support. This strategic position contributes directly to user satisfaction and the efficiency of the group's IT operations.

Our technological environment offers a rich and stimulating environment:

• Nearly 4500 users spread over more than 60 sites in more than 7 countries.

• 2 main datacenters located in Belgium, hosting more than 450 servers.

• An extensive network connecting more than 50 locations worldwide.

• A Service Desk team consisting of 8 agents in Belgium and 5 agents in India, working closely together to provide a quality service to our users around the world.

By joining our team based in Mumbai, you will help provide first-level IT support in a modern and ever-changing technological environment.

Key Responsibilities

In this context, your responsibilities as a Frontline Support Agent are:

• Receipt and registration of applications:

• Respond to user requests via the ticketing tool or by phone (if justified).
• Document each request precisely in the ticketing system.

• Analysis and understanding of requests:

• Understand the user's request and, if necessary, ask for clarification to complete the information.

• Categorization and prioritization:

• Ensure the correct categorization and if necessary, recategorize requests.
• Apply the appropriate level of impact in accordance with incident management processes.

• Transfer and collaboration with Level 2 teams:

• Escalate requests to the appropriate teams.
• Collaborate with Level 2 Support Agents to improve the quality of transfers and enrich their knowledge.

• User monitoring and information:

• Keep users informed of the progress of their requests.
• In the event of a critical incident, communicate promptly with the appropriate team.

• Contribution to the knowledge base:

• Maintain knowledge base information.
• Propose improvements or additions to optimize the service.

All this while ensuring a customer-oriented, fast and quality service.

Profile

Prerequisite

• Any Bachelor's degree

• 3/5 years experience in a similar role, ideally within a multinational organization

• Fluency in French and English (spoken and written).

Technical knowledge

• Proficiency in ticketing tools

• Good command of Windows 10/11 environments.

• Good command of Microsoft Office 365 tools and Microsoft cloud services.

• Knowledge of common computer peripherals (printers, scanners, workstations, etc.).

• Notions of network technology principles (LAN, WAN, DNS, DHCP, VPN, etc.) and IT security best practices.

• Familiarity with ITIL methodologies for managing incidents, service requests, change requests, ...

• Knowledge of Atlassian tools (Jira, Confluence) is a plus.

Professional skills

• Excellent written and oral communication skills, with an ability to popularize technical concepts for non-technical users.

• Customer focus and commitment to providing quality service.

John Cockerill offers you career and development opportunities within its various sectors in a friendly working environment.
Do you want to work for an innovative company that will allow you to take up technical challenges on a daily basis?
We look forward to receiving your application and to meeting you!

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