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CDI - Level 2 IT Support – Email

  • GE Digital
  • Experienced
  • Posted 11/20/2017 12:50:24 PM
  • 2907771
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): France; Puteaux, Paris, Boulogne


About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

Role Summary:
Digital Workplace Support (DWS) within GE Digital is responsible for delivering world class end user support.

Essential Responsibilities:
In this role, you will deliver email service support globally with primary focus in region EMEA collaborating between L1/L3, Service owners, and operations. This role is responsible for enhancing the user experience by continuously improving the service and experiences. As a L2 support specialist, you will assist in building a team of teams and encouraging the team to succeed.


Based on the complexity of issues, you will strive to provide excellent customer service to employees from GE Businesses.

The role will work hand in hand with operations as a technician on the L2 support team in identifying & resolving issues directly with end users and vendors.
It includes:


  • Become an expert on the Email service within GE and accountable for identifying opportunities to improve overall user experience
  • Support end user issues by providing the effective solutions
  • Effectively manage escalations to resolution
  • Partner with product teams to plan and test automation solutions
  • Engage with the vendor to trouble shoot and resolve an issue within the product
  • Support quality initiatives for continuous service improvement & optimization
  • Drive to increase the business Net Promoter Scores (NPS)
  • Identify efforts to improve and simplify End-User experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools
  • Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches
  • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
  • Provide support for acquisitions and divestitures to ensure seamless transitions into and out of GE
  • Partner with other regional teams and services owners to share and promote best practices and lessons learned
  • Work closely with the Quality, Knowledge, and Shift Managers

    Qualifications/Requirements:

    • Bachelor's Degree in Computer Science, Information Systems or HS Diploma/GED with IT experience or equivalent military experience/training
    • Experience in Email services (incl. Outlook 2016)
    • Excellent analytical and problem solving skills
    • Ability to work both autonomously and in constant collaboration with product owners, operations, and end users
    • Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates
    • Excellent organizational, interpersonal and written communication skills are a must. Able to successfully interact with all levels of the organization
    • Strong work ethic & desire to learn
    • Must work out of GE Office in Paris

      Desired Characteristics:

      • Experience working in a global atmosphere
      • French language skills a plus
      • Knowledge and experience with ServiceNow
      • Demonstrated ability to drive results in a dynamic and fast pace environment
      • Drives change initiatives & strategies



      #DTR

      #LI-DD1




      Locations: France; Puteaux, Paris, Boulogne

      GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.


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