Service Desk Analyst
Other
Service Desk Analyst
Develocraft
Gdańsk
Type of work
Undetermined
Experience
Junior
Employment Type
Permanent
Operating mode
Office
Tech stack
Service Desk Analyst
Job description
Develocraft is looking for Service Desk Analyst for one of our international clients who
provides hybrid IT solutions. As part of the Service Desk team you’ll be an invaluable first point
of contact for our clients. You will effectively manage the Support Inbox and answer all
incoming telephone calls, ensuring that all incidents are routed to the correct support teams
for resolution.
Requirements:
provides hybrid IT solutions. As part of the Service Desk team you’ll be an invaluable first point
of contact for our clients. You will effectively manage the Support Inbox and answer all
incoming telephone calls, ensuring that all incidents are routed to the correct support teams
for resolution.
Requirements:
- Basic technical awareness of IT infrastructure and the architectures deployed within
- company solutions
- Knowledge of the ITIL framework and its function in IT is desirable but not essential
- Knowledge of a call management system and its function is desirable but not essential
- Excellent customer service skills
- Able to communicate in groups with confidence and conviction
- Ability to multi-task and work well under pressure
- Ability to be receptive to feedback, willing to learn and embrace continuous improvement
- Good team working skills are essential
- Previous experience in a customer service role
- Fluent English
Responsibilities:
- Respond to client issues received by telephone, voice mail, e-mail and via the customer
- portal
- Respond to incident alerts, making sure that they are progressed effectively within
- defined service levels and call management guidelines
- Manage and complete scheduled tasks on time
- Ensure effective client communications take place
- Ensure the effective assignment and escalation of incidents to engineers where
- appropriate
- Advise the Team Lead of emerging issues
- To adhere to ITIL framework processes
- Share information across your team and department
- Contribute documentation to the shared knowledge base
- Update, edit and remove client contacts from internal systems when necessary
- Investigate and resolve event calls or incidents with a pre-defined reaction process
- **Shift Working options available for this position**
- Working hours: shifts: 6-15, 14-23, 22-7
What we offer:
- Working in an international environment
- Yearly bonus
- Contract of employment
- Training budget
- MyBenefit card : (monthly you get 280 points which you can use for example LuxMedMultisport, Life insurance)
- Lunch card (190PLN monthly)
- Home office: after trial perdiod 1 day home office per week