Trainee Digital Workplace Support Analyst

Responsibilities

Functional Title: Trainee – Digital Workplace Support Analyst

Corporate Title: Trainee

Location: SGLB: GCOO/GTS/DWS

Societe Generale is one of Europe’s leading financial services groups and a major player in the economy for over 160 years, supporting 25 million clients every day with more than 126,000 staff in 65 countries.

Our Group draws on our European roots to develop our business internationally, connecting Europe and Africa with major global financial centres in Asia and the Americas.

The Group combines financial strength, proven expertise in innovation, and a sustainable growth strategy with the objective of creating value for all our stakeholders.

About the team:

GTS (Global Technology Services) is one of the European financial sector’s largest shared service centres for IT infrastructures, supporting over 85% of Societe Generale’s IT infrastructures in France and around the world.

The Digital Workplace Support trainee will be a member of the Digital Workplace Services (DWS) department, ensuring that end-user tools (workstations, telephones, printers, etc.) and the corresponding technical services operate smoothly.

Summary of Key Purposes of the Role:

• Work in a fast-paced environment providing end-user support to customers, assisting them with software problems via phone or email.
• Assist with Project transition, Technical Support, and Continual Service Improvement.
• Deliver and deploy technical solutions for SG UK in line with the Digital Workplace Services central strategy and standards.

Responsibilities:

• Support DWS project teams:

• Engage in Digital Workplace Services (DWS) project operations to facilitate the smooth integration of new, modified, and decommissioned services.
• Collaborate with Project Managers (PMs) and technical engineers to diagnose, resolve, or escalate challenges.
• Partner with the communication team to deliver effective communication strategies and training initiatives for end users.
• Assist project managers with data collection, presentation creation, and comprehensive reporting.
• Equip user support teams with process and technical knowledge related to project deliverables.
• Generate and revise knowledge articles related to project outcomes.

• Provide technical support for Digital Workplace services both remotely and in person.
• Maintain a high degree of customer service for all support queries and adhere to service management principles.
• Take ownership of user problems and be proactive in dealing with user issues.
• Log software or hardware problems detected using our service management.
• Respond to client inquiries and help resolve hardware or software issues.
• Manage incidents and requests following the ITIL framework and escalate complex calls to level 3 support teams.
• Regularly update cases and notify users of all progress and status.
• Follow IT Security Guidelines.
• Ensure good information flow between clients and the support team, and between 2nd and 3rd line skill teams.

• Manage escalations and communicate with end users/management when relevant.
• Manage relationships with external providers and technical partners.

• Produce Excel reports on DWS ticket analysis.

Profile required:

• Fluent or Native English is essential.
• Recent graduate with a minimum 2:1 degree in a similar field.
• Understanding of ITIL framework.
• Intermediate level of Excel.
• Experience or keen interest in IT subjects.
• Strong written and verbal communication skills.
• Problem-solving mindset.
• Self-starter who can manage their time effectively.
• Open to work and cooperate with others, including outside of the immediate team.
• Able to summarise and present complex subjects to various stakeholders.
• Able to multitask and meet deadlines.

Why join us:

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors. By encouraging open-mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation.

Business insight:

If you feel you have the required experience and qualifications, please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business.

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