First Level Support Team Leader

General information GEODIS is a leading global logistics provider acknowledged for its expertise across all aspects of the supply chain. As a growth partner to its clients, GEODIS specializes in five lines of business: Supply Chain Optimization, Global Freight Forwarding, Global Contract Logistics, Distribution & Express, and European Road Network. With a global network spanning nearly 166 countries and more than 49,720 employees, GEODIS is ranked no. 6 in its sector across the world. In 2024, GEODIS generated €11.3 billion in revenue. GEODIS is a company owned by SNCF Group. Note: This position is also open to anyone recognized as a disabled worker. Reference 2026-16749 Line Of Business SUPPLY CHAIN OPTIMIZATION Type of assignment Full-time Regular Function Operational activities - 4PL Operations Job title Position – on team level - is responsible for supporting internal and external end users in solving issues, user management, issuance of analysis and resolution using adequate company\'s and client\'s systems. Ensuring data completeness and accuracy and data provision based on queries Working closely with IT and business on development/change requests Achieving internal and external customer satisfaction in terms of services provided, user support Conducting preliminary and independent analysis on IT issues Addressing /perform corrective actions to solve potential issues Reporting findings to second level support, following up till resolution, retrieving RCA from 2nd level support Tracking incidents not addressed to Central Support to ensure closure and identifying potential structural resolution required Ensuring EDI completeness; EDI timelines monitoring and corrective action definition Providing education and training to local end users in both IT and process aspects Preparing business process documentation such as desktop procedures, work instructions, user guides, etc. Collecting and summarizing business requirements Participation in solving all problems related to the WMS system for the client, supplier, carrier and company Managing testing through setting up test environment, participating in UATs, creating scenarios and validating IT solution Managing implementation through setting up production environment, internal and external user education and support Interfacing with IT 2nd level support team and management in case of escalation Communicating status of problem resolution on a regular and timely manner to all involved parties in the process and IT stakeholders Interfacing with various operation functions to understand demands and changes Communicating with internal/external suppliers and customers to resolve issues Interacting with all functions to ensure external and internal customer satisfaction Managing internal and external users\' accesses and installation of IT equipment and network in cooperation with external provider Participating in set up of company and client management systems Providing local IT support for users through creation of users\' IDs, set up of laptop Checking systems consistency and cleaning thus keeping databases accurate Registering queries in Ticket Management System and following up Communicating status of performance result to the agreed parties, internal/external Communicating with Client/Supplier/Vendor when required to fulfil the tasks Reporting any deviations following the agreed process Take focal point role in case of projects Organize UAT with team participation Applicant's profile Bachelor degree of professional qualification Advanced knowledge of English Advanced knowledge of MS Office Minimum 5 years of experience within IT industry/ Ticket systems / customer IT support/ WMS systems #J-18808-Ljbffr