User Support Specialist

The client is an international IT services company

Key details:

Location: 100% from the Warsaw office

Rate: open

Employment type: B2B contract

Duration: 12 months + extensions

Recruitment process: 1 stage

English: B2+/C1

Luxmed, MultiSport, equipment provided by the client

Knowledge:

- Excellent practical knowledge of IT end users infrastructure (workstations, printers, peripherals etc.)

- Excellent practical knowledge of workstations’ operating systems

- Excellent practical knowledge of identity management

- Excellent practical knowledge of networking

- Practical knowledge of complex information systems and their interoperability

- Practical knowledge of M365 cloud services

- Practical knowledge of ITIL, especially incident and request fulfilment processes

- Practical knowledge of using ITSM solutions

Skills:

- Excellent communication skills (in written and verbal communication)

- Open minded, excellent troubleshooting, analytical and problem solving skills

- Very strong sense of responsibility

- Accuracy and attention to details

- Sense of tact and diplomacy

- Friendly, supportive and helpful personality with co-operative and service oriented attitude

- High level of initiative

- Ability to work in stressful environment with minimal supervision

- High level of motivation and initiative

Specific requirements:

- Previous experience working in 24/7 mode

- Is required (valid from the first day of assignment) - CONFIDENTIEL UE/EU CONFIDENTIAL

Typical tasks and responsibilities:

- Providing high quality technical assistance and support services for both internal and external users

- Processing simple and complex service requests and incidents reported via self-service portal, phone, e-mail or in person

- Proposing workarounds, troubleshooting and analysing reported incidents

- Escalating reported issues to domain specific support lines if necessary

- Providing user guidance and advice

- Contributing to knowledge base development

- Contributing to support service improvement

- Creating a positive customer experience

- Preparing digital workplace: configuring, installing, replacing and distributiong end user equipment (laptops, screens etc.)

- Executing digital workplace improvement projects eg. mass replacements of end user equipment (laptops, screens etc.)

- Working hours: 8/5 normal working days, normal working hours (exceptions may apply if agreed mutually)

- Other specific duties as assigned by supervisor

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361