1st Line Support Analyst

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.