Description
For an internal project for one of our clients in Gdansk Poland, we are looking for a couple of IT Service Desk Specialists.
Knock-out criteria:
You have to be fluent in Dutch
Willing to work 4 to 12 months in Poland
Outline of Role:
- provide first and second line process and technical support to internal staff of a company.
- working with applications/systems to undertake analysis, diagnosis and resolution of staff IT problems
- provide support for basic incident resolution and requests reported
- initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components
Responsibilities
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
- Receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc.
- 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware
- Escalate unresolved calls to the infrastructure support teams
- Log all calls in the Service Desk ticketing tools such as ServiceNow, BMC Remedy, HPSM etc.
- Identifying the issue and categorizing/prioritizing the incident and service requests
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
- Being compliant to all process and procedures
- Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.
Qualifications:
- ITIL Foundation Certification is preferable but not essential
- Technical knowledge on troubleshooting Windows/MAC OS and Office applications
Requirements
- Excellent communication skills and telephone manner.
- Excellent organizational skills
- 1.5 years previous IT Service Desk and/or Call Centre experience required
- Strong knowledge of Microsoft based operating systems, Microsoft Office applications and MAC Operating systems
- Available to work in 24*7 rotational shifts