IT Service Desk Agent

1 tydzień temu

Wrocław, Województwo dolnośląskie, Polska TN Poland Pełny etat

Social network you want to login/join with:

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

The role of IT Service Desk Agent will be to contact users via phone, chat, and web forms, gather all the relevant and required information on an incident or request as per ServiceNow knowledge base, fixing and resolving users' issues and requests including guidance and promotion of automated tools and technology including self-service. S/he will diagnose and assess major incidents and escalate as appropriate using existing processes. S/he will contribute to and improve the existing knowledge base.

IT Service Desk Level 1 Agents work in a flexible shift schedule Monday - Friday 8:00 AM till 00:00 plus occasional weekend shifts scheduled 10:00 – 18:00.

What will you be doing
  1. Ticket logging, handling phone, chat, and web forms contacts in ServiceNow within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels. Ticket resolving, diagnosing, and troubleshooting of incidents issues.
  2. Resolving as many incidents as possible on initial contact and confirming the fact that the issue is fixed with users. Accurate usage of PC remote control tool agreed with users.
  3. Addressing user issues or requests diligently, assigning them to the appropriate resolving team when immediate resolution or guidance is not available. Follow and contribute to the existing Knowledge base, available via ServiceNow, required for providing accurate solutions to users' problems.
  4. Ticket management, follow-up on users' chase calls and consult high-priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.
  5. Identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for bigger issues.
  6. Perform User Access Management related duties via ServiceNow and other available tools.
What will you need to be successful?
  1. Basic IT and technical knowledge including troubleshooting skills (preferred but not essential).
  2. Proficient spoken and written English.
  3. Ability to break down processes and explain them to a range of colleagues.
  4. Time/task management, attention to detail, willing to learn.
  5. Communication skills, providing explanations clearly and accurately.
  6. Analytical problem solving.
  7. Uses existing procedures to tackle routine problems and escalates when appropriate.
  8. Works co-operatively with others to achieve team goals.

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity. Learn more about our Employee Inclusion Groups on our website.

Your Future: Annual bonus, life insurance, company stock saving plan.

Work/Life Balance: Paid volunteering hours, flexible approach.

Your Wellbeing: Private health care with dental care package, multisport card/my benefit platform.

Flexibility: Possibility of working in a hybrid model.

Training: Hands-On, Team-Customized, subsidies for language classes, certifications, and postgraduate studies.

Extra Perks: Referral bonus, recognition program, mentoring program.

#J-18808-Ljbffr

  • EMEA IT service desk agent

    5 dni temu

    Wrocław, Województwo dolnośląskie, Polska TN Poland Pełny etat

    Role purpose: Operate as a Service Desk agent and complete all IT Service Desk operations to achieve highly positive outcomes for the EMEA user community.What We OfferDynamic Work Environment: Be part of a fresh, energetic team set to redefine IT support across the EMEA region.Learning & Development: Continuous learning opportunities with access to the...

  • IT Global Service Desk Agent

    3 tygodni temu

    Wrocław, Województwo dolnośląskie, Polska Ryanair Ltd. Pełny etat

    Ryanair Labs are currently recruiting for IT Global Service Desk Agent to join Europe's Largest Airline GroupThis is a very exciting time to join Ryanair as we look to expand our operation to 800 aircraft and 300 million guests within the next 10 years.Ryanair Labs is the technology brand of Ryanair. Labs is a state-of-the-art digital & IT innovation hub...

  • IT Global Service Desk Agent

    2 tygodni temu

    Wrocław, Województwo dolnośląskie, Polska Ryanair Ltd. Pełny etat

    Ryanair Labs are currently recruiting for IT Global Service Desk Agent to join Europe's Largest Airline GroupThis is a very exciting time to join Ryanair as we look to expand our operation to 800 aircraft and 300 million guests within the next 10 years.Ryanair Labs is the technology brand of Ryanair. Labs is a state-of-the-art digital & IT innovation hub...

  • Service Desk Agent

    4 dni temu

    Wrocław, Województwo dolnośląskie, Polska TN Poland Pełny etat

    Our TeamWe are a dynamic team at TN Poland, committed to delivering exceptional customer experiences through efficient and effective support.As a Service Desk Agent, you will play a critical role in providing timely and professional responses to client inquiries, whether via phone, email, or chat.You will analyze client requests, utilize your technical...

  • IT Global Service Desk Agent

    2 tygodni temu

    Wrocław, Województwo dolnośląskie, Polska Ryanair - Europe's Favourite Airline Pełny etat

    DescriptionRyanair Labs are currently recruiting for IT Global Service Desk Agent to join Europe's Largest Airline GroupThis is a very exciting time to join Ryanair as we look to expand our operation to 800 aircraft and 300 million guests within the next 10 years.Ryanair Labs is the technology brand of Ryanair. Labs is a state-of-the-art digital & IT...

  • Service Desk Agent with French and English

    1 tydzień temu

    Wrocław, Województwo dolnośląskie, Polska Hemmersbach Pełny etat

    Service Desk Agent with French and EnglishRole:Providing IT support to end users located in various locations globallyAnalyzing, troubleshooting and providing fixing solutions for application/OS problemsOpening, closing and monitoring tickets in our ticketing system throughout their lifecycleContact with the end users by phone, email and chatWorking on 8h...

  • IT Service Desk Professional

    11 godzin temu

    Wrocław, Województwo dolnośląskie, Polska TN Poland Pełny etat

    **Your Role in Shaping the Future of IT Support**As an EMEA IT service desk agent, you will be part of a high-performing team that delivers top-notch IT services to our users across the EMEA region.We are committed to creating a workplace culture that values diversity, equity, and inclusion. Our goal is to foster a collaborative environment where every...

  • Customer Service Expert

    11 godzin temu

    Wrocław, Województwo dolnośląskie, Polska TN Poland Pełny etat

    **IT Service Desk Agent: Be Part of Something Bigger**Join our dynamic team and contribute to shaping the future of IT support in the EMEA region. As an IT service desk agent, you will play a key role in delivering exceptional IT services to our users.We believe in fostering a culture of belonging, where every employee feels valued and empowered to...

  • EMEA IT Service Desk Specialist with French or Italian

    3 tygodni temu

    Wrocław, Województwo dolnośląskie, Polska Aliaxis Poland Pełny etat

    EMEA IT Service Desk Specialist with French or ItalianJoin to apply for the EMEA IT Service Desk Specialist with French or Italian role at Aliaxis Poland.We're looking for two talented EMEA / IT Service Desk Specialists for our EMEA IT Service Desk team at Aliaxis. Our ideal candidates will have good literacy in French or Italian, backed with a solid IT...

  • Service Desk Agent with Italian and English

    2 tygodni temu

    Wrocław, Województwo dolnośląskie, Polska Hemmersbach GmbH & Co. KG Pełny etat

    Service Desk Agent with Italian and EnglishFirst point of contact for end-users in various IT cases - be a hero and brighten a day at work of end usersContact us directly if you have any questions about this open job position.ResponsibilitiesBe the first point of contact for customers needing technical support — via phone, email, and chat.Troubleshoot...

  • Service Desk Analyst

    3 tygodni temu

    Wrocław, Województwo dolnośląskie, Polska XL CATLIN Pełny etat

    Job Description - Service Desk Analyst (14002251D20250227)Job Number:14002251D20250227Service Desk Analyst with GermanWroclaw, PolandYou will be responsible for delivering high quality service that improves the overall colleague experience. You will provide support of IT-related incidents and requests, ensuring agreed Service Levels are met, colleague...

  • Service Desk Analyst

    3 tygodni temu

    Wrocław, Województwo dolnośląskie, Polska XL CATLIN Pełny etat

    Job Description - Service Desk Analyst (14002251D20250227)Job Number:14002251D20250227Service Desk Analyst with GermanWroclaw, PolandYou will be responsible for delivering high quality service that improves the overall colleague experience. You will provide support of IT-related incidents and requests, ensuring agreed Service Levels are met, colleague...

  • Technical Service Representative

    1 tydzień temu

    Wrocław, Województwo dolnośląskie, Polska TN Poland Pełny etat

    About the Job:We are seeking an IT Service Desk Agent to join our team in TN Poland.Key Responsibilities:Provide first-level support to users via phone, chat, and web forms.Log and manage tickets in ServiceNow.Diagnose and resolve incidents and issues.Escalate complex issues to higher-level teams.Contribute to the development of knowledge base...

  • Service Desk Agent with English and Italian

    1 tydzień temu

    Wrocław, Województwo dolnośląskie, Polska Hemmersbach Central Support Sp. z o.o. Sp. kom. Pełny etat

    about-project :- Ready to Kickstart Your IT Career? Join Our Multilingual Service Desk Team- At Hemmersbach, we don't just solve tech problems—we create exceptional customer experiences. If you speak Italian and English, love helping people, and have a knack for troubleshooting, we want YOU to be part of our fast-paced, fun, and supportive...

  • Technical Help Desk Expert

    1 tydzień temu

    Wrocław, Województwo dolnośląskie, Polska Hemmersbach Central Support Sp. z o.o. Sp. kom. Pełny etat

    Your Career Development:We're committed to helping you grow and develop your skills within our company. As a Service Desk Agent, you'll have access to regular training and development opportunities, as well as mentorship from experienced team members. Our internal career development program will help you identify areas where you can improve and provide...

  • IT Support Specialist with International Flavor

    1 dzień temu

    Wrocław, Województwo dolnośląskie, Polska Aliaxis Poland Pełny etat

    EMEA IT Service Desk Role OverviewWe are seeking talented IT professionals to join our EMEA IT Service Desk team at Aliaxis Poland.The ideal candidate will possess a strong background in IT service support, excellent communication skills, and proficiency in English, French, or Italian. Polish or Spanish language skills are also an asset.This is a fantastic...

  • Service Desk Operational Manager with French

    7 dni temu

    Wrocław, Województwo dolnośląskie, Polska FRISTA Pełny etat

    We are a Swiss Award-Winning BPO Company and want to share our space in the heart of Warsaw and Wrocław with you Imagine enjoying the best of both worlds - a wide range of career options within a reliable international structure, a start-up atmosphere with no dress code, a constant learning mindset, and a genuinely friendly environment. At FRISTA, this is...

  • EMEA IT Support Specialist

    11 godzin temu

    Wrocław, Województwo dolnośląskie, Polska TN Poland Pełny etat

    **Company Overview**At Aliaxis, we're shaping the future of IT support in the EMEA region. Our dynamic team is redefining IT service delivery, and we're looking for a talented Service Desk agent to join us.We're committed to building a culture of belonging, where all employees feel empowered to contribute their best ideas. We strive for equity and inclusion,...

  • IT Support Specialist

    1 tydzień temu

    Wrocław, Województwo dolnośląskie, Polska Hemmersbach Central Support Sp. z o.o. Sp. kom. Pełny etat

    About Hemmersbach Central Support Sp. z o.o. Sp. kom.At Hemmersbach, we don't just solve tech problems – we create exceptional customer experiences. We're a fast-paced, fun, and supportive team that's always looking for talented individuals to join us.We believe that our customers are at the heart of everything we do, and we're committed to providing them...

  • IT Service Delivery Specialist

    8 godzin temu

    Wrocław, Województwo dolnośląskie, Polska Michael Page Pełny etat

    Key ResponsibilitiesResolve incidents escalated by 1st Line Support with a focus on accuracy and timeliness.Troubleshoot hardware, software, and network issues in hybrid and cloud environments.Manage phishing threats, MFA, and access reviews to ensure security compliance.Collaborate with IT teams, including 3rd Line Support and external vendors.Conduct...