IT Service Desk Analyst

2 dni temu

Warszawa, Mazovia, Polska Tata Consultancy Services Pełny etat

Your daily tasks:

  • Provide first level support to customer in relation to IT requests and incidents including software and hardware related issues
  • Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.
  • Identify and solve software and hardware problems by giving step-by-step instructions.
  • Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.
  • Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life-cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution.
  • Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer).

Our requirements:

  • Previous IT service desk/customer support experience or eager to learn
  • Very good written and verbal communication skills in
    Italian & Polish
  • Good written and verbal communication skills in English
  • Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers
  • Customer centricity
  • Strong Team Player
  • Strong analytical skills

What do we offer?

  • Competitive salary with annual salary reviews
  • Hybrid working model (2 days/week from the office)
  • Opportunity to use foreign languages and the newest technologies on a daily basis
  • Indefinite period employment contract after probation period
  • Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)
  • Sport's card (Multisport)
  • Private medical care for you and your family
  • Private life insurance
  • Discounted theatre tickets
  • Work in a multicultural environment

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