Service Desk/Helpdesk/Technical support/Desktop Support

Description

Skills: Service Desk/Helpdesk, Technical support

Position: IT Service Desk Analyst
Location: Zawiercie, Poland
Duration: 6 months +

Job Requirement:

• 4+ years experience on Helpdesk/Desk Side support
• Technical troubleshooting skills
• Dual Language skills (Polish and English) spoken/written preferred

Description of the position
Role: IT Service Desk Analyst

• Troubleshoot and Resolve/Escalate IT issues relating to End users in the client organization. Issues get reported by either by phone or email or from self help portal
• Incident Management - Incident Creation, classification, update, tracking, follow up with users/Other IT resolver groups, resolving and closing
• Event/Alert Management - Responding to system generated alerts/events per process laid down
• Adhere to Service Levels as laid down while responding to incidents/attending to user requests
• Interact with offshore Service Desk team on regular basis
• Participate on review calls as and when required

Position is responsible for providing Level 1 IT Service Desk Support to End user community of the organization

These analysts will be a part of three member team based out of Poland which would be an extension of English language Service Desk team based out of India/US. The team based out of Poland would work business hours to deliver Polish language support to End User community in Poland and handle some English Language calls if required