IT User Satisfaction

il y a 2 semaines

Marignane, France Airbus Temps plein

**Airbus Helicopters **is looking for an **IT User Satisfaction & Support Manager **to join our IT Service Management team based in **Marignane, France **.

As part of the IT Service Management team, You will play a key role in the IT support organization in order **to ensure the excellence of the Support Service **, for which user satisfaction is our main driver.

Within our very dynamic and enthusiastic team, you will be supporting activities Including:

- Responding to IT users inquiries
- Capture complex IT Delivery issues and enable efficient troubleshooting by triggering and organizing the contribution of various technical teams
- Handling complaints and escalations to building strategies for improving the overall customer experience
- Drive Continuous Improvement of the IT support processes to mitigate repeat issues and shorten delivery cycle time

**Your working environment**:
Major economic hub with Marseille-Provence Airport, Marignane is a dynamic city in the southeast of France. It is located near the cities of Aix-en-Provence and Marseille, which host a rich cultural and tourist offer. Close to the beaches of the Côte Bleue, it offers many options for water sports activities.

**How we care for you**:
Financial rewards: Attractive salary, agreements on success and profit sharing schemes, employee savings plan abounded by Airbus and employee stock purchase plan on a voluntary basis.

Work / Life Balance: Extra days-off for special occasions, holiday transfer option, a Staff council offering many social, cultural and sport activities and other services.

Individual development: Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, expert career path, accelerated development programmes, national and international mobility.

At Airbus, we support you to work, connect and collaborate more easily and flexibly.

Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

**Your challenges**:
Thanks to a robust previous IT support experience, you will support and enrich the IT Service Management team in all its dimensions through the following activities:.

Support and optimize the user satisfaction in their IT Support demands

Manage the resolution of complex IT demands through personifying the relationship between the IT Department and our users

Support the process improvements through the capitalization on encountered cases

Interact with the IT product owners to improve the support process & documentation

Interact with the IT Service desk to improve the first line support efficiency

Define proactive strategies to anticipate possible user dissatisfaction cases in the delivery of IT services

Support the improvement of our IT Service request catalog

Propose tooling enhancement to support the improvement plans and participate to the tooling development projects

**Your profile**:
**Between 5 and 10 years **of professional experience in IT Support

Positive experience on medium projects lead

Negotiation with internal customers

Documentation Production, Service Level Management, Change Support

Good team spirit and Customer orientation

Good English level

This position requires a security clearance or will require being eligible for

clearance by the recognized authorities.

Not a 100% match? No worries Airbus supports your personal growth with customized

development solutions.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

**Company**:
Airbus Helicopters SAS

**Contract Type**:
Permanent**Experience Level**:
Professional

**Job Family**:
Information Mgmt and Digital Technology

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

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