IT Service Desk Specialist
Support
IT Service Desk Specialist
Majorel
Poznań
Type of work
Undetermined
Experience
Junior
Employment Type
Permanent
Operating mode
Office
Tech stack
IT Support
MCP Certificate
Job description
Online interview
Description
Responsible for the delivery of IT Global Service desk and associated support services for the user
community across all Majorel Sites. Methods of delivery will include in via telephone, email and remote
users
Your responsibilities
Responsible for the delivery of IT Global Service desk and associated support services for the user
community across all Majorel Sites. Methods of delivery will include in via telephone, email and remote
users
Your responsibilities
- Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and client regarding IT issues
- Receiving, logging and managing calls from internal staff via telephone, ticket and email
- First line support troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers
- Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA)
- Operating Level Agreement (OLA) periods, meeting or exceeding user’s requirements and expectations.
- Troubleshoot basic network issues and first level technical issues.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s
- Requesting RCA/RFO from the responsible support group
- RSA VPN basic access management and support
- Updating Role Matrix Tracker and access management tracker on time
- Sending Daily reports on open tickets and End of Day Report
- Publishing support documentation to assist staff with requests for information provide staff training if required
Our requirements
Knowledge of English but also Polish required
Knowledge of English but also Polish required
- MCP certification would be desirable
- During Information Technology study or College/Associates Degree in Information Technology or bachelor’s degree in related field
- Minimum of 1 years of experience in a technical support environment or similar role
- Diagnostic and analytical skills for software and general application knowledge
- Strong knowledge of various OS and software such as Windows 10, MS Office Suite (Word, Outlook, Teams, Excel,
- PowerPoint, Visio, Access & Project)
- Knowledge management concepts and techniques and ability to document problem/solutions
What we offer
- Be a part of a global IT, fast growing organization
- A real influence on company's achievements
- Transparency and respect at each stage of contact
- Cooperation with globally recognized brands
- Contract of employment and competitive salary
- Benefits package - five different schemes
- External training
- After the pandemic, work in the office twice a week.