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IT Support Team Lead Deputy

Il y a 2 mois

Paris, Île-de-France Imerys Temps plein
Job Title: IT Support Team Lead Deputy

We are seeking a highly skilled and experienced IT Support Team Lead Deputy to join our EMEA IT Customer Care service team at Imerys. As a key member of our team, you will be responsible for providing exceptional IT support to our end-users and clients, ensuring a high level of service quality and efficiency.

Key Responsibilities:

  • Backup the France team lead and be the primary point of contact and communication with customers from the assignment of tickets to successful resolution of issues.
  • Manage incident tickets, assign tasks to technicians, qualify, identify duplicates or major incidents, escalate or send back to a good level of support.
  • Conduct problem identification, research, isolation, resolution, and follow-up, ensuring timely closeout of trouble tickets in the ticket tracking system.
  • Keep the backlog under control, put reports and stats in place (KPI), and follow up on quality (process, compliance of information, quality picking).
  • Manage knowledge articles for users and technicians, and be a key point of contact for other levels of support and non-standard subjects.
  • Help with continuous improvement of workflows or processes and manage some projects at ITCC level (computer replacement, updates deployment, meeting rooms evolutions).
  • Be a reliable backup for the team lead on Paris site (Imerys headquarters) and trainee's management and supervision.

Requirements:

  • Bachelor's degree in Computer Science, Information Systems, or Engineering.
  • 3-4 years of experience in senior tech/lead with IT help desk practices and frameworks or related experience.
  • Experience performing installations, moves, software and hardware adds and changes to end-users' IT equipment.
  • Experience with end-user support using remote support tools.
  • Good interpersonal skills with internal and external stakeholders, analytical skills, and good or fluent English speaker.

Desirable:

  • Experience working within a culturally diverse global company.
  • Another European language would be advantageous.
  • Project Management knowledge.
  • Experience in IT help desk transformation.

Soft Skills and Abilities:

  • Ability to work in autonomy and coordinate stakeholders.
  • Flexible working hours to accommodate diverse geographic locations.

Working at Imerys:

Imerys is a world leader in creating specialty solutions that improve everyday life through minerals. Our success is built on our people and creating an environment where our 17,500 employees around the globe can thrive.

We passionately believe that our teams are at their best when they have the opportunity to learn, collaborate, and find new ways to solve our customers' challenges, no matter what part of the business they are in.

This position is part of the EMEA IT Customer Care service team, implementing and enforcing standards and policies as defined by the Group.

ITCC designs, deploys, and supports regional and BA-specific solutions and applications.

The IT Support & Customer Care is responsible for IT Level 2 & VIP support to end-users and clients.

This role will backup the France team lead and be the primary point of contact and communication with customers from the assignment of tickets to successful resolution of issues.

What We Offer:

Imerys offers a dynamic and inclusive work environment, opportunities for professional growth and development, and a competitive compensation package.

We are an equal opportunities employer and welcome applications from diverse candidates.

Please note that only applications received through the online application process will be considered.

Language: English (fluent or good level)

Location: EMEA (Europe, Middle East, and Africa)

Job Type: Full-time and Permanent

Application Instructions:

Please submit your application through our online portal, including your resume and cover letter.

We look forward to hearing from you