WorkMyWay | Détail du poste

Description

Our Client operates world-wide and works with major companies from all over the world to build service offices for their customers. Presently the Client is building the IT Hub located in the centre of Poznań.

Service Desk Analyst II is responsible for the delivery of IT Global Service desk and associated support services for the user community across. Methods of delivery will include in via telephone, email and remote users.

Acts as triage resource to associates for IT Incidents and Service Requests. Associate (end-user) Training. Associate (peer) coaching and mentoring. Provides data for the creation of Knowledge Base articles. Interacts with IT staff and vendors in testing, operational support and troubleshooting of complex system hardware and software problems.

Overall Responsibilities:

Promptly allocates calls as appropriate
Logs incidents and service requests and maintains relevant records
Identifies and classifies incident types and service interruptions
Records incidents cataloging them by symptom and resolution
Records and tracks issues from outset to conclusion
Systematically interprets user problems and identifies solutions and possible side effect
Uses experience to address user problems and interrogates knowledgebase and resources for potential solutions
During change, acts systematically to respond to day- by- day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
Responds to common requests for service by providing information to enable fulfilment
Escalates complex or unresolved incidents
Access Creation/Deactivation following Service Level Agreement
Resolves issues for Majorel Access Network and M365.
Maintains records, informs users about the process and advises relevant persons of actions taken
Basic Incident and Outage Management
Sending Daily reports on open tickets and End of Day Report
Researches information technology trends

Skills & Competencies

College/Associates Degree in IT or bachelor’s degree in related field
Approx. 2 years of experience in a technical support environment or similar role
Very good English and Polish (Verbal and Written) B2/C1
Sound knowledge of various OS and software such as Windows 10, MS Office Suite (Word, Outlook, Teams, Excel, PowerPoint, Visio, Access & Project)
Experience with Service Now ticketing system or similar
Ability to adjust to changing priorities in a dynamic environment
Ability to establish and maintain effective working relationships with peers, subordinates, management, and 3rd party vendors
Knowledge management concepts and techniques and ability to document problem/solutions
Effective communication and presentation skills - written, verbal and telephone manner
Customer service oriented
Presentation and facilitation skills
Organizational skills
Proven problem solving and troubleshooting skills

The offer for You

• Be a part of a global IT and fast growing organization

• New office in the centre of Poznań, other locations: Szczecin, Wrocław, Kraków, Konin, Płock

• Multi-cultural environment and contact in a foreign language

• The biggest brands cooperation

• Hybrid work (in Poznań)

• Employment contract (UoP) & competitive salary

• On-boarding activities, sharing knowledge

• Opportunities for promotion and personal development

• Various social benefits - MyBenefit platform with different benefits you can choose (e.g. sports, culture, recreation, shopping, development, entertainment activities) or private medical care

• Possibility to join to the group Life Insurance

• Birthday gifts as additional payment on MyBenefit platform

• Feel Good program as Wellness & Engagement Program – body & mind & soul activities

• CSR Activities to help people and respect the environment

• Wedding voucher to be used on a weekend

Talent Solutions

Service Desk Analyst II

Informations générales

Description