IntroductionClient satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk!Your Role and ResponsibilitiesAs a Service Desk Analyst You will be expected to serve as first point of contact for the European employees of CEMEX and the worldwide users of IBM Cloud Video (USTREAM). You will receive Application-related requests (via phone, mail and chat), the majority of which you will solve yourself, escalating certain cases to second and third level solver teams via the ticketing system. **The main supported application is SAP. You will do all of this in French and English.** Extensive SAP/video streaming knowledge is not compulsory, they are part of the new hire training program.Although a Service Desk, the issues that you will be dealing with will be **more challenging & high-priority than at an average IT Service Desk** . The trainings will enable to you to solve more problems & dispatch less & you will be involved in the management of requests that may directly affect the core production of a company. **The team is working in normal 8 hours shifts including a 30 mins / 1 hour lunchbreak with opening hours to be covered between 5:30-19:00 on weekdays + 1-1 shifts on Saturday and Sunday** ; the most common shifts to be taken over are office time ones starting at 7:00, 7:30 or 8:00. You can count with one Saturday shift per month and one Sunday shift per two months on average, compensated by days off within the frames of a flexible schedule planning taking your preferences into consideration.Required Technical and Professional ExpertiseEnglish - post-intermediate to native, both spoken & writtenFrench - post-intermediate to native, both spoken & writtenability to work in the schedule abovePreferred Technical and Professional ExpertisePrevious Customer Support experience (preferably via telephone)Some experience / interest in SAP, video streamingNoneAbout Business UnitThis position sits within Global Technology Services (GTS) Infrastructure Services (IS). As announced in October 2020, IBM intends that the managed infrastructure services business of the GTS organization within IBM will become an independent company (currently known as NewCo) by the end of 2021, creating two distinct and powerful market-leading companies. NewCo has incredible potential, and we will unlock it together while we make history as a newly independent company that will be the #1 managed IS services provider on "day one" as a publicly traded company. NewCo will be positioned for financial success with over 4600 clients and approximately $19 billion in annual revenue. Drawing on the best of IBM, it will include our unmatched talent, the breadth of our services, an even broader ecosystem of partners, and our deep global client relationships. Please note: The final decision if this position will transition from IBM to NewCo is still yet to be confirmed.Your Life @ IBMWhat matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.