Service Desk Analyst

Labège  - CDI

À propos de Sigfox

Notre vision : donner vie aux objets ! Dans le futur, des milliards d’objets dans le monde entier seront connectés à Internet ; leurs données seront stockées dans le Cloud et participeront à la numérisation de notre environnement. Une solution de connectivité globale, simple, peu coûteuse et à faible consommation est fondamentale.

Chaque Sigfoxer est animé par le projet d’entreprise de révolutionner le monde ! Sigfox est le lieu propice au challenge personnel et collectif. Ici se côtoient quotidiennement près de 44 nationalités différentes : la diversité est l’un de leur point fort.

Description du poste

SIGFOX is the first and only operator of a cellular network fully dedicated to low-throughput communication for connected objects. With an extremely cost effective and very low energy consuming out-of-the-box connectivity offer, SIGFOX brings a revolution to the world of Internet of Things. SIGFOX network is being rolled out worldwide thanks to local partners, i.e. the Sigfox Operators (SO).

 

As part of the Operations and Networks organization, the Service Desk is the Single Point of Contact for Sigfox Operators worldwide and for customers in the territories operated by Sigfox.

 

The Service Desk Analysts are responsible for ensuring a high customer/partner satisfaction by providing high quality support and enabling their autonomy.



WIN/WIN MISSIONS:


The main responsibilities of a Service Desk Analyst are the following:

 

Operational processes

 

  • Act as a single point of contact for phone calls, emails and tickets from Sigfox Operators and customers in Sigfox operated territories.
  • Execution of operational processes meeting the Support SLA defined between customers/partners and Sigfox:
  • Incident management
  • Request fulfilment
  • Change management
  • User access management

 

  • Acknowledgement, categorisation and processing of support requests received via website, email, telephone and chat.
  • Take ownership of user problems, follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Escalation of unresolved support requests to Level 2 support teams.
  • Proactive communication to Sigfox Operators and customers in case of incidents impacting any of the Sigfox Services.
  • Proactive contribution to the improvement of all Sigfox operational processes.

 

Knowledge management

 

  • Active contribution to Organizational Knowledge management by creating articles within the Sigfox Knowledge Base.
  • Contribution to the training of new Service Desk analyst joining the team.


Automation of low business-value tasks

 

  • Identification of low business-value tasks that can be automated.
  • Definition and implementation of automations on the different work tools (ticketing tool, call management system etc).

Description du profil

KEY SKILLS & MINDSET:


  • Technician degree with 3 years of experience in IT technologies / customer support.
  • Excellent communication skills and telephone manner.


  • Strong operational service orientation.
  • Self-motivated achiever who gains satisfaction from providing excellent customer service.


  • Very good time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.


  • Excellent analysis/synthesis capability.
  • Enthusiastic and diligent.
  • Clarity, accuracy and proficiency in written and verbal communication.
  • Good command of English. Other languages appreciated.




"Sigfox, as a learning organization and open minded on Diversity is ready to welcome Extra-ordinary people and adapt their Workplace."


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