Service Desk Technician

The BTS Global Service Desk is a strategic IT business partner that provides a centralized point of contact for Global Payments corporate employees and contractors to report incidents, initiate a request, answer questions, and restore interruptions in service in the most time effective manner while offering a consistent quality of service. The Service Desk Technician is a customer-centric role responsible for supporting the end-user community in the delivery of IT services including corporate systems and applications, network connectivity, desktop infrastructure, operating systems, mobile devices, software, hardware, and peripherals. Responsibilities include handling reported incidents, service requests, and access requests within agreed service levels from multiple end-user communication channels including calls, emails, chats, walk-ups, and tickets opened in the service management portal. The technician will investigate and respond to assigned support requests by following documented processes and procedures and work within the End User Services organization to improve the quality and scalability of IT operations using best practices and methodologies.

Duties and Responsibilities

• Act as a business partner representing IT User Services delivering excellent customer service using active listening and communication skills.

• Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution

• Troubleshoot and repair hardware and software issues on multiple operating systems.

• Assist in system upgrades and maintenance, including, but not limited to, add and/or remove the memory, hard drives, video cards, and power supplies

• Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms.

• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes.

Required Experiences

• 1 year practical experience in an IT Support role/Tech Support/Customer Service or combination of work experience and education

• Experience working with multiple operating systems and hardware platforms

• Experience working in cross-functional roles and culturally sensitive environments.

• Active Directory administration.

• Knowledge in Password Reset Processing.

• Language Skills - Advanced knowledge of English, written and verbal (C1) and Intermediate knowledge of Polish, written and verbal (B1-B2)

• An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems that occur in desktops, mobile devices, operating systems, software, hardware, and peripherals

• Proven team player with outstanding interpersonal and communication skills

What we offer

• Cooperation based on contract of mandate

• All necessary work tools

• Access to e-learning platforms (e.g., Udemy)

• Access to a Multisport card

• Option to join group life insurance

• Fresh fruit and delicious coffe