About SD Worx

YOUR ROLE:

Responsible for leading the resolution of connectivity and application incidents Level 1 and 2 in compliance with SLAs, timelines, and quality standards. This includes analysing and resolving service requests, implementing workarounds, monitoring application performance, and performing root cause analysis to develop long-term solutions. The role involves managing tickets effectively, documenting accurately, and communicating clearly with stakeholders, while collaborating with technical teams to address complex issues. Other responsibilities include handling basic tasks such as access management, supporting team members, ensuring timely escalation, providing regular reporting, adhering to schedules, and complying with company policies on data protection and security.

ROLE AND RESPONSIBILITIES:

· Lead the resolution of connectivity incidents, from simple to complex, ensuring compliance with SLAs, timelines, and quality standards.

· Provide first- and second-level application support; analyse and resolve incidents and service requests.

· Implement workarounds when necessary to maintain business continuity.

· Monitor application performance and proactively identify optimization opportunities.

· Perform root cause analysis of recurring issues and collaborate with other teams to develop long-term solutions.

· Manage the ticketing process effectively, document tickets accurately, and communicate clearly with stakeholders to manage expectations and provide timely updates on incident progress and resolution.

· Collaborate with technical teams to resolve complex issues.

· Perform basic tasks (e.g., creating/modifying access).

· Support the team in handling requests with a collaborative mindset.

· Create and manage tickets requiring escalation, ensuring quick response and resolution in line with SLAs.

· Provide regular reporting within your team and to your manager on the progress of your tasks.

· Adhere to schedules and commitments made and received.

· Alert your manager or team lead in case of any difficulties (resources, time, etc.).

· Comply with company policies, including data protection, security protocols, and procedures, to ensure compliance and safeguard sensitive information.

KNOWLEDGE, TECHNICAL SKILLS & EXPERIENCE:

Essential

· Strong verbal and written communication skills

· Proficiency in French and English with excellent communication abilities

· Detail-oriented, able to multitask, work independently, and demonstrate strong decision-making and time management skills.

· Solid organizational skills to manage multiple tasks, prioritize effectively, and handle a high volume of support requests while meeting SLAs.

· A degree/bachelor’s in Information Technology or a related field is preferred.

· Knowledge of ticketing systems (e.g., Salesforce, Helpdesk) for tracking tickets would be an advantage.

· Technical experience with customer interaction would be a plus.

· Functional knowledge of payroll is desirable, or at least a willingness to learn in the payroll and HR domain.

· Quick learner, capable of working independently with minimal supervision.

· Proficiency in MS Excel, Microsoft Word, Outlook, and Internet.

· Customer service-oriented.

· Knowledge of SQL would be an advantage.

What do we have to offer?

• Leaves: the types of leave granted from day 1 (annual leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years

• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate

• Monthly fixed transport allowance

• No deduction for using the company’s transport after work

• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years

• Fixed internet allowance for home use

• Career break option

• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)

• Yearly performance review with remuneration review

• Yearly company bonus

• Car loan: subsidized interest facility

• Referral program

• Learning opportunities: through an individual development plan and professional training

• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Salary range information will be shared with candidates during the initial interaction with the Talent Acquisition team, either by phone or email.