Minor Hotels Europe and Americas

Service Desk Analyst, French

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Hybrid

Location: Kraków • Poland

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Tech Stack

ITSM

About the role

  • deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
  • monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • diagnose and resolve technical hardware and software issues involving internet connectivity, email clients etc.
  • identify and escalate priority issues per Client specifications
  • registering an incident and/or Service Request reported via email/phone in the ITSM Tool
  • track the progress of owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary

Requirements

  • knowledge of French and English at least B2
  • strong motivation to learn IT
  • motivation to start career within IT area
  • flexibility to work in shifts (24x5)
  • Nice to have: any prior IT-related experience, willingness to learn and support new and quickly changing technologies
  • motivation to gain knowledge of Service Desk procedures and process
Benefits
  • private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms
  • life insurance
  • 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports card.
  • hybrid working model that fits your life
  • access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform.
  • free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
  • continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
automated call distribution softwareITSM Tooltechnical hardware troubleshootingsoftware troubleshootinginternet connectivityemail clientsService Level Agreement (SLA)incident managementService Request management
Soft Skills
strong motivation to learnflexibilitycustomer serviceproblem-solvingcommunicationteamwork