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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