Overview
Job Description
L1 IT Service Desk Analyst with German & Polish
Infosys Poland Sp. z o.O. Oddział w Krakowie
Responsibilities
* To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.
* Update incidents with detailed and relevant information in a timely and effective manner.
* Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution.
* Escalate an incident or troubleshoot tickets according to the company escalation processes.
* Ensure Customer Service Level Agreements are met or exceeded.
* Respond to customer enquiries in a timely and efficient manner.
* Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
* Execute transactions as per prescribed guidelines and timelines.
* Ensure customer/user confidentiality and data protection at all times.
Qualifications
* Knowledge of Polish/English/German at least B2 level
* Min. 1 year\ ' work experience in Service Desk/Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support / Small Forms etc.
* Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
* Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)
* Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
* Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
* Intermediate knowledge of Network collaborations & VPN T/S
* Basic networking knowledge
What you can expect from us
* Performance bonus twice a year
* Employee referral program bonus
* Opportunity for professional growth through internal movement (horizontal or vertical), group internal trainings online and onsite
* Access to training platform (self-learning), domain/soft/technical skills training
* Possibility to use German language on a daily basis
* Private medical care at Medicover (with possible extension to family members)
* Reimbursement of Multisport card or points on MyBenefit platform
* Attractive group insurance
* Access to well-being platform, opportunity to take advantage of free meetings with a psychologist
* Stable employment based on an employment contract
* No trial period in the contract
* IT equipment is provided
* Additional social bonuses
* Opportunity to participate in charity, sports and well-being events
* Rotational shifts within: 6:30-18:30
Recruitment stages
* CV check
* Call with the Recruiter
* Skills check (online test(s) and phone language verification - if required)
* Video meeting with Hiring Manager
* Final decision and feedback
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