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Service Desk Agent
3 miesięcy temu
about-project :
The Service Desk Agent is responsible for managing the first level of support at the IT Service Desk. They ensure that first-level support activities follow agreed procedures and that tickets are identified, registered, and categorized into incidents and service requests. The Service Desk Analyst gathers information to enable incident resolution, promptly applies corrective actions, delivers standard services (request fulfilment), and forwards the incident process to subsequent responsibilities.
responsibilities :
Responding to first-level support requests via multiple sources such as phone and email.
Capturing call data into the incident management tool
Communication with IT Users in a courteous and professional manner
Diagnoses client problems relying on checklists and training
Identification of recurring problems and notification of team members
Assisting in the resolution of application, hardware, and software problems
Communicates service procedures to IT Users
Escalate when necessary to line management
Track incident status and inform users regarding status
requirements-expected :
At least 1-2 years of experience in a similar position (IT industry) or in customer service or call centre
Basic knowledge of hardware, software, and platforms
Fluent in Swedish and English
Effective interpersonal skills to interact with team members, management, and stakeholders
Knowledge of the methods of service management (ITIL) is a plus
Open for work in the hybrid mode (min. once per month work at the office in Warsaw)
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
life insurance
remote work opportunities
flexible working time
fruits
integration events
retirement pension plan
corporate library
no dress code
video games at work
coffee / tea
leisure zone
holiday funds
charity initiatives
