Provide technical support to end users (administrative and operations employees) for desktop computers, applications and related technology. Interaction with multiple levels of end users, managers, VIPs and technical staff is required.\\r\\nSupport includes specification, installation, and testing of computer systems and peripherals in accordance with standards and rules established by our client.\\r\\nA good understanding of general IT services is required, in order to provide technical support to both local and offshore teams in charge of network, IT security, servers and telecommunications (mainly mobile telephony).\\r\\nHe/she must be able to interact in French and English with teams based in France, Poland and India.\\r\\nHe/she has to be localized on Lyon or regions around, and to be fluent in French. (1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update & self development.