Helpdesk Specialist

Responsibilities:

• Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets; maintain proactive and timely communication with customers via multiple mediums (voice, tickets, email, IM, walk-ups)
• Develop tools and workflows to improve helpdesk efficiency and productivity
• Develop and document processes and procedures for improving efficiencies and decreasing response times
• Ability to work independently as well as part of a global team
• Work to ensure the smooth operation of Company Global Helpdesk locations

Requirements:

• Min 3 years of professional experience
• Experience in a customer-driven, results-focused environment
• Troubleshooting, upgrading, and repairing desktops, laptops, and associated hardware
• Proven record of creating policies, procedures, and technical documentation
• Demonstrated history of working on multiple projects simultaneously
• Team-first attitude and strong interpersonal skills
• B2 or higher fluency in English Language

Desired Qualifications:

• Strong commitment to superior customer experience
• Commitment to process and process improvement
• Strong attention to detail
• Approachable attitude
• Strong organizational skills
• Intermediate Knowledge of Mac OS X, Windows 7, and Linux
• A+/ACMT/ACA Certifications a plus, but not required

Offer:

• Hybrid work model in Cracow
• B2B via Experis
• MultiSport Plus
• Group insurance
• Medicover Premium
• e-learning platform