Description
Job descriptionLocation:Warsaw- Poland
Experience: 2+ Years
Service Desk Analyst – with German and Italian languages.
Skills :
· Graduate with Minimum 2+ years of experience in service Desk
· Excellent communication and conversation skills in English with a Versant Score of 70
· Good Knowledge of Incident, Change and Problem Management
· Manage Service Desk activities, including:
o Owning overall responsibility for Incident and Service Request process handling on the Service Desk
o Liaise with the Service Manager
o Help with the development and issuance of Service Desk Operational Reports
o Liaise with the designated Change lead as requested
· Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
· Use Remote Desktop to assist the end users as required.
· Good Knowledge on O365 products.
· Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
· Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
· Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
· Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
Certifications
· Candidate to be ITIL certified
Job Types: Full-time, Permanent
Salary: As per market