The role:
Working as part of a multi-lingual IT Service Desk to deliver high class IT support and help to internal staff and external customers. Specific responsibilities include Incident Management and Service Request Fulfilment.
Key responsibilities:
To log, manage and resolve in a timely manner all Incidents following agreed standards and procedures
To log, manage and fulfil in a timely manner all Service Requests following agreed standards and procedures
Escalation of Incidents and Requests to 2nd and 3rd Line teams as required
Regular and effective communication to customers on the status of their tickets
Management of tickets raised with 3rd party vendors or resolver groups
To correctly categorize tickets in the ITSM toolset
To assist in the management of a knowledge base detailing resolutions for common issues and requests
Maintaining IT system documentation in line with ITIL v3 practices
Required skills:
Excellent Customer Service skills with the desire to exceed customer expectations
Good knowledge of Windows 7 and MS Office 2003 up to and including 2010.
Good understanding of Windows Server 2008 and 2012
Good understanding of Microsoft Active Directory
Working knowledge of computer hardware
Excellent Telephone manner
To be able to work as part of a team
Experience in troubleshooting of network issues
Ability to work effectively under pressure
Desire to learn about IT technologies
ITIL v3 desirable
Excellent English and one of the following: Polish, French, Czech, Slovak.
Qualifications (desired):
Microsoft Certified Technology Specialist or Microsoft Certified Solutions Associate certification in Windows Client.
Relevant computer industry accreditation (i.e. CompTIA A+ IT Essentials)
The Company offers:
Competitive salary, attractive benefits package
Attractive working conditions
Friendly workplace
The employer is a finalist in the "Best Employers 2012", organized by Aon Hewitt.
