Polski HR - Doradztwo Personalne Sp. z o.o. is a professional HR consulting agency that specializes in the recruitment and selection of employees for middle and senior level. We work with reputable employers from Polish and abroad. We belong to the Polskiego Holdingu Rekrutacyjnego S.A.
Polski HR - Doradztwo Personalne Sp. z o. o is as entered by the Marshal of the Malopolska Region in the National Register of Employment Agencies under the number 9301.
Currently for our client from fuel industry, we are looking for IT Service Desk Agent to work in Warsaw.
We are looking for another passionate retailer to join our team in a fun, international, dynamic and inspiring work environment.
We are looking for an enthusiastic and self- motivated IT Support professional who will be working as part of the Service Desk team, the successful candidate will be responsible for taking first-line support calls from internal users for all IT supported systems and technologies.
Within this role you will have responsibility for entering information into the Service management system, fixing issues, monitoring the call status, and where necessary escalating calls to the next appropriate level of management and support.
Responsibilities
- Support users in daily operation issues
- Analyze and document reported issues and outages - determine severity and impact of reported issues, and begin incident management process
- Deliver high levels of customer service at all times and ensure compliance with Service Level Agreements (SLAs)
- Proactive monitoring of applications and infrastructure
- Create and maintain Service Desk documentation in the Service Management tool, HEAT
- Document solutions into Knowledge Base articles to improve service delivery and quality
- Support and troubleshoot enterprise applications, client server and web-based solutions
- Use of Remote support and desktop sharing technologies
- Connectivity and networking support and troubleshooting in complex, multi-site LAN/WAN environment
- Be part of 24/7 on duty service
Qualifications
- Comprehensive understanding of IT technology and support systems
- Experience in IP Networks, Active Directory, Remote tools assistant
- Experience in using Service Management systems, preferable Heat
- Familiar with Service management processes, particular Incident management
- Very good relationship skills in interactions with internal stakeholders and external suppliers
- Good Microsoft Windows knowledge
- Good Microsoft Office knowledge (Word, Excel, Outlook)
- Experience with implementation of new functionality in IT systems
- Experience in following up KPI's for IT services and systems
- Fluent in English, verbal and writing is required
- Ability to work in a team
- Ability to solve issues "on your own"
- Bachelor degree in Computer Science
- Minimum 1 year experience in 1st line IT support
We offer:
- Stable work in prestigious, international company
- Attractive salary
- Excellent work atmosphere and a lot of interesting and challenging projects
