Service Desk Analyst with English and Polish

Responsible for managing the first level support in the IT Service Desk. Ensure that first level support activities follow agreed procedures that tickets are being identified, registered, and categorized into incidents and service requests. The Service Desk Analyst gathers information to enable incident resolution, promptly applying corrective actions, deliver standard services (request fulfilment) and forwarding within the incident process to subsequent responsibilities.

Tasks:

• Responding to first level support requests via multiple sources such as phone and email. Capturing call data into the incident management tool
• Communication with IT Users in a courteous and professional manner
• Diagnoses client problems relying on checklists and training
• Identification of recurring problems and notification of team members
• Assisting in the resolution of application, hardware, and software problems
• Awareness of service level agreement targets
• Communicates service procedures to IT Users
• Escalate when necessary to line management
• Track incident status and inform users regarding status
• Get approval for incident resolution / request fulfilment from user
• Resolution of complex incidents and incidents not only resolvable by SOP’s
• Knowledge sharing in a team

Qualifications:

• Qualified IT specialist (apprenticeship)
• Basic knowledge of hardware, software, and platforms
• Fluent level of language English and Polish
• Customer Service mindset
• Basic ITIL knowledge
• Hybrid Mode of work