Overview Job DescriptionL1 IT Service Desk Analyst with German & PolishInfosys Poland Sp. z o.O. Oddział w KrakowieResponsibilities 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