Global Coty Service Desk Analyst

IT Service Delivery / Infrastructure – Warsaw, Poland (Global)

COTY is looking for smart leaders who are fast and passionate. We’re Coty, one of the world’s largest beauty companies with a portfolio of iconic brands across fragrance, colour cosmetics, and skin and body care. Coty serves consumers around the world, selling prestige and mass market products in more than 130 countries and territories. Coty and our brands empower people to express themselves freely, creating their own visions of beauty; and we are committed to making a positive impact on the planet.

The Global Coty Service Desk Analyst is the primary point of contact for Coty’s global customers seeking technical assistance over the phone, chat, and self-service requests.

The Global Coty Service Desk Analyst will report to the Global Coty Service Desk Supervisor with a strong collaboration and customer service.

The Global Coty Service Desk Analyst is a well-rounded individual who must have great customer service, communication and troubleshooting skills, through diagnostic techniques and pertinent questions to determine the best solution based on the issue.

In this role you will be responsible for:

• Answer and resolve inbound request from various channels at a corporate service desk, efficiently and professionally on a 24x5 operation center.
• Provide Level 1 support in relation to hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10/11 and MAC environment. , Offering a variety of level 1 solutions by various channels. Using remote control tools to assist customers when needed.
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
• Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented users.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Record all interactions with customers in an incident/Request ticket accurately and efficiently in our IT Service management tool (ServiceNow).
• Anticipating customer needs and proactively identifies solutions.
• Adhere to policies and procedures regarding the safeguarding of protected information, such as personal information and access to corporate systems.
• Escalate high priority, high impact issues to the internal support teams.
• Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.
• To ensure familiarity with client business imperatives, technologies and support processes.
• To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.
• To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes.
• Quickly identify, diagnose, and troubleshoot.
• Identify solutions, through either verbal, front line or Client authorised First Time Fixes
• Ensure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional and global support management, within agreed timescales.
• Accurate identification and assignment to resolver groups.
• Provide ‘proactive’ communication as well as ownership when performance or capacity-related monitoring tools alert to a threshold has breached.

We’d love to see candidates who have:

Essential:

• Very good English language skills (verbal and written)
• Excellent Problem Solver and Decision Maker
• Service Oriented Team Player
• Good working Knowledge of Office 365
• Must be a self-starter and able to work independently.
• Awareness of KPI metrics e.g., first call resolution, call handle time and, or other specific KPI metrics
• Enjoys troubleshooting challenging situations.
• Genuine Interest in IT and developing a career in IT.

Desirable:

• Ability to prioritize in a fast-paced environment and handle multiple tasks.
• Understanding of large, multinational corporate environments
• Basic knowledge with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
• 1+ year experience in a customer Service environment or equivalent
• Understanding In ITIL Incident Management

This is a unique role with a genuine opportunity to make an impact. You’ll get to work in a diverse environment with a team of professionals who are passionate about the work they do and know how to have some fun along the way.

Coty’s global omni-working policy provides the option to work up to 50% of your month remotely.  We believe that a more flexible philosophy of remote working will give everyone the freedom to choose what works for their individual circumstances and empower them to always perform at their best.

Our people make us who we are. They are the brightest minds bringing the boldest ideas to life every day. If you’re the kind of person who refuses to settle, if you want to think bigger, learn faster and go further than you ever thought possible – we’d love to hear from you.

Coty is deeply committed to Changing the Conversation around Diversity, Equity & Inclusion in an effort to create a more open, inclusive, and diverse workplace where all employees can be their authentic self.