IT Support Specialist

1 dzień temu

Leona Droszyńskiego Gdańsk, Polska ERGO Technology & Services Pełny etat
About ERGO Technology & Services

We are a leading provider of innovative IT solutions, supporting millions of customers worldwide with state-of-the-art technology. Our company, ERGO Technology & Services, was established in 2021 through the integration of ERGO Digital IT and Atena, combining the strengths and best practices of both entities.

Our mission is to foster innovation and meet the evolving needs of our clients. We achieve this by implementing cutting-edge technologies, such as AI, IoT, and Big Data science, to anticipate and address our customers' future needs.

About the Role

We are seeking an IT Support Analyst (Referent Service Desk) to join our team. As a central point of contact, you will be responsible for reviewing service policies and applied knowledge at service providers, ensuring compliance with SLAs. You will also work closely with the service provider to correct knowledge base articles and develop the topic of knowledge and service guidelines.

Key responsibilities include:

  • Reviewing service policies and applied knowledge at service providers and compliance with SLAs
  • Correcting knowledge base articles in cooperation with the service provider
  • Continuous development of the topic of knowledge and service guidelines
  • Managing the IT service desk and IT service centers together with the product owner for knowledge management
  • Reviewing the SLA to determine whether it can be improved or adapted
  • Continuous reviewing of the quality of incidents created by the service provider
Requirements

To be successful in this role, you will need:

  • German at B2/C1 level and good knowledge of English (at least B2 level)
  • Training in an IT profession or studies in IT
  • At least 5 years of professional experience in the Service Desk area
  • Experience as an IT Support Analyst or similar role
Nice to Have

We are looking for candidates with:

  • Previous work experience with Knowledge Management
  • Experience with ServiceNow
  • Willingness to travel
Perks & Benefits

We offer a range of benefits to support your well-being and career development, including:

  • Medical package, sports card, and numerous sports sections
  • Flexible working hours, confidential employee assistant program, and remote working options
  • Numerous workshops and training courses, hackathons, and meetups
  • Digital learning platforms and language courses
  • CSR activities and company-wide events

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