Service Desk Analyst III

Service Desk Analyst III

Herbalife Nutrition GBSC Krakow

About the role:

As a Service Desk Analyst III, you will provide technical advice and guidance to IT users, employ a high degree of customer service, technical expertise, and incident resolution in a timely manner.

In this role, you will:

• Provide service desk support to all Herbalife Nutrition employees
• Provide 1st and 2nd-level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Monitor tickets assigned to the queue and process first-in first-out based on priority and redirect issues to correct resource
• Applie business/technical support concepts to perform Tier 1 and Tier 2 technical support and escalate issues requiring upper 2nd or 3rd-level support
• Utilize and maintain the service management tracking software
• Manage follow-ups and hand-offs on behalf of the user
• Provide technical support, including deploying, configuring and desktop PC's, laptops, peripherals, mobile devices, and software; troubleshooting & resolving hardware, software, connectivity, and other technical problems including documenting steps taken and status in service management tracking systems, following up with end users to ensure the issue has been resolved
• Install, modify, and repair computer hardware and software
• Serve as the escalation point for unresolved issues from L1 and L2
• Manage Service Management software and Knowledgebase
• Ensure SLA compliance.

Our Requirements:

• 5+ years of experience in Service / Help desk or related field
• Excellent command of English
• Good communication skills
• Strong documentation skills (e.g., for ticket escalation)
• Strong problem-solving / troubleshooting skills
• Solid understanding of IT concepts/practices and comprehensive knowledge of personal computers
• Familiarity with remote tools, Windows-based enterprise environment
• Solid understanding of ITIL and Service Management Principles
• Bachelor's in Information Technology or related field preferred. An equivalent combination of experience may be considered in lieu of education.

We offer:

• Luxmed VIP package sponsored by the company
• Mybenefit System (Kafeteria or Multisport Card)
• Life and Health Insurance
• Extra hours off - wellness hours 15h per year
• Hybrid work - 3 days in the office / 2 days from home
• Annual bonus + Easter, Christmas & Vacation bonuses
• Personal development opportunities and access to online training environments like free access to the LinkedIn Learning platform
• Unlimited access to company products in the kitchen
• Free parking slots - first come first served via company application
• Family and entertainment events like Santa Clause and Children's Day
• Possibility to shape our company through CI activities & programs.

Who we are:

Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries.

Our company offers a culture focused on people, their needs, relationships, and career to help expand talents and a chance to change lives: https://iamherbalifenutrition.com/.

For 40 years, we've known that good nutrition leads to a better life. If you're ready to help us on our mission for nutrition, we want to hear from you today.