IT Service Desk Analyst

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good. There’s much to learn and many to learn from, with more than 17,000 employees around the world to explore ideas and ambitions with. Dive into varied, flexible, and stimulating environments. Meet empowered professionals to partner with, befriend, and stretch your skills alongside. Every day, your energy, your creativity, and your determination will shape our future, making a positive difference on billions of people. Every essence of you enriches our world. We are Givaudan. Human by nature.

IT Service Desk Analyst

We are currently looking for an IT Service Desk Analyst based in Avignon, France. This role will report to the Workplace Service Desk Manager.

Your mission:

To provide functional and technical support in the Workplace Services area, in line with organization’s objectives and business needs.

Main responsibilities:

Technical Support

- Involved in Incident, Problem and Service Request Management.

- Provide physical IMAC support for multiple hardware.
- Log requestor incidents received by phone, email or other communication channel
- Provide workarounds and solutions based on Service Level Objectives.
- In the case of Problem Management, report/escalate issue to the service desk manager/coordinator
- Propose or recommend IT Services modifications to the the service desk manager/coordinator to reduce user impact.
- Participate to IT Service testing, deployment and stabilization.
- Maintain and stays current with evolving information technology.
- Contribute in all aspects of continuous improvement

Communication

- Update and acknowledge tickets logged by requesters and communicate about resolution progress.
- Provide basics end-user training or instruction on workplace services.
- Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives.
- Share support knowledge with peers in the same team and maintain associated documentation
- Escalate significant issues or outages to the management
- Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Information Security

- Ensure security rules implementation as per the policies.

Your profile:

- University degree in IT or equivalent years of experience in IT field
- Certification/training in the assigned area will be an added advantage
- Minimum 2 years of experience in domain of expertise
- Fluency in French and in English; Spanish is a plus
- Strong knowledge of Microsoft based operating systems
- General knowledge of IT infrastructure: Lan, WAN, Windows servers, active directory
- Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)
- Basic Knowledge in SAP systems
- ITIL qualification is preferable but not essential
- Good listening and problem-solving skills
- Customer focused approach

At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.

We value the different perspectives that come from diverse cultures, backgrounds, and experiences.

Everyone — regardless of race, gender identity, sexual orientation, age, disability, culture, religion, or any personal circumstances — is warmly welcomed at Givaudan, a place where we all love to be and grow.

Every essence of you enriches our world. Join us in making a difference together.