Helpdesk Specialist

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.

For our Client, dynamic global IT company, we are looking for: Helpdesk Specialist

Job Description:

• 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.

Job Requirements:

• Basic technical awareness of IT infrastructure;
• 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;
• Knowledge of a call management system and its function is desirable;
• Very good knowledge of English.

Our client offers:

• Competitive salary;
• Benefits package (private medical insurance, Multisport card);
• Possibility to learn new technologies;
• Interesting projects in dynamic environment;
• Covering all employee travel expenses.