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Service Desk Specialist

1 miesiąc temu

Wrocław, Województwo dolnośląskie, Polska INCAT Sp. z o.o. Pełny etat
Job Title: Service Desk Agent

At INCAT Sp. z o.o., we are seeking a highly skilled Service Desk Agent to join our team. As a Service Desk Agent, you will be responsible for providing exceptional customer support and ensuring the timely resolution of technical issues.

Responsibilities:
  • Provide day-to-day support to our customers, assisting them with their requests and ensuring their continued usability of our business software.
  • Manage and prioritize all cases in the queue, handling multiple customer requests based on their impact and urgency.
  • Document activities on each case, providing pertinent information to our team and customers until the completion of the issue.
  • Monitor and track all existing support cases, ensuring timely resolution based on agreed SLA timeframes.
  • Escalate issues that impact clients and/or strategic initiatives.
  • Collaborate with the development team on product releases and updates.
  • Contribute to the knowledge repository by creating articles when unknown issues are resolved and maintaining existing articles.
  • Identify and propose innovations to improve support for end-users.
  • Proactively reduce future support burden by identifying improvement opportunities, including content for self-help solutions.
  • Foster a positive, collaborative, respectful, innovative, and capable work culture at all levels.
Qualifications:
  • Experience working in a Service Desk area or any other support role (at least 6 months).
  • Proficient spoken and written Polish.
  • Proficient spoken and written English (B2 level or higher).
  • IT technical knowledge, including troubleshooting and problem-solving skills.
  • Experience in software development life cycle, with the ability to read and understand application logs (beneficial).
  • Solid time management skills with attention to detail.
  • Customer-oriented with a positive, enthusiastic, and "can-do" attitude.
  • Active contribution to team activities by sharing knowledge, experience, and ideas.
  • Teamwork attitude with the ability to work independently and take own initiatives.
What You Get:
  • Lack of corporate structures and a positive work atmosphere.
  • Promotion possibilities and professional self-development through our training budget program.
  • Work in small teams under experienced leadership.
  • Stable long-term employment.
  • The necessary tools for an effective work environment.
  • Support at every stage of your work.
  • Flexible working hours.
  • Possibility of partial remote work.