Helpdesk Specialist

IMPORTANT: 100% onsite work (office is located near Katowice Airport)

Responsibilities

End User Support:

- Management escalation of calls

- Handling incidents, requests, problems

- Track running service calls and cases

- Incident detection and recording

- Investigation and diagnosis

- Incident closure

- Resolution and recovery

- Communications tasks

Partners Related:

- Organizing repairs/fixes with suppliers, providers

- Purchases related administrative tasks (coordination of vendors)

- Administrative communication

User Related:

- Planned or not planned service outages

- New functions

- Asset management

- Procurement, Ordering (Hardware, Mobile, License, parts, tools)

- Maintenance of CMDB, Inventory handling (Hardware, Software, Mobile, EFB)

- Monitoring of the stock

- Recording new Configuration Items

- Updating changed/modified Configuration Items

- Deactivating/deleting of retired Configuration Items

- Tracking equipment along the organization

- Yearly asset checking

- Onboarding of new employees (hardware availability, orientation IT training)

- Organizing quarterly disposal

- Coordination of service outages

- Completing general user requests

- Print out special materials

- Uploading/downloading files to/from the system or internet

- General assistance of users

Technical Support:

- Hardware related issues

- OS, application related issues

- Mobile related issues (iOS, Android)

- Supporting EFB (Electronic Flight Bag) system

- Supporting video conference calls (Polycom, Cisco TEAMS)

- Projector allocation

Standard Change Requests:

- Computer installation and replacement

- Phone and mobile phone installation and replacement

- Standard software installations

Desktop Side Projects:

- Client OS upgrade

- Office upgrade

- Security – Endpoint protection

- Videoconferencing

- Mobile phone replacements

Regular Functional Check and Monitoring Tasks:

- Regular functional check of core systems (twice a day)

- On-going monitoring of core network infrastructure

- Physical movement of IT assets

Site Preparation:

- Completing site preparation – opening/moving/closure

- Managing site visits with local partners

Local Partners Tasks:

- General workstation maintenance and troubleshooting

- General printer maintenance and troubleshooting

- Network troubleshooting

- Physically installing workstations, printers

- Workstation -, printer movements, replacing

- Smart hand support

- Warranty services (HP)

- Annual inventory

- Local deliveries

Requirements

- Experience in end user support and incident management

- Ability to handle technical issues related to hardware, OS, applications, and mobile devices

- Familiarity with asset management and procurement processes

- Knowledge of CMDB maintenance and inventory handling

- Strong communication and administrative skills

- Ability to coordinate with suppliers, providers, and local partners

- Experience in supporting video conference systems and EFB systems

- Ability to manage and execute standard change requests and desktop side projects

- Proficiency in monitoring and maintaining core systems and network infrastructure

- Capability to manage site preparation and local partner tasks

Offer

- 100% onsite work (office near Katowice Airport)

- Monday-Friday in a shift pattern to cover a 5:00 AM – 8:00 PM supporting window. Additionally, there will be stand-by duties for out-of-support hours

- B2B contract via Experis

- MultiSport Plus

- Group insurance

- Medicover Premium

- E-learning platform