Client Support Service Desk Analyst

Cpl Jobs is a part of the larger European recruitment and HR services group, Cpl Resources. We help the greatest talents to develop their careers and enable leading companies on the Polish and European market to find the best professionals. 

Currently we are looking for:  Client Support Service Desk Analyst (m/f)

Location: Gdańsk

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 

Requirements:  

• Basic technical awareness of IT infrastructure and the architectures deployed 
• Minimum 1 year of commercial experience on similar job position 
• Good knowledge and understanding of internet/Ecommerce technology and its importance to organisations
• 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
• Excellent demonstrable written and verbal English communication 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
• Ability to document processes and procedures in a clear, concise and logical manner

Our Client offers: 

• Friendly working atmosphere in an international company
• Internal trainings and possibility for professional development
• Attractive salary
• Social benefits