Infosys BPO Poland is one of the biggest players in the outsourcing market, offering advanced and innovative services to its clients worldwide in the field of Finance and Accounting, Purchasing, IT and Consultancy. We are among the largest employers in the Lodz region and employ around 2500 specialists that provide services in nearly 30 languages.
Currently we are looking for the candidate for the position of:
Overview:
IT Service Desk analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level.
- First point of contact for incidents and service requests logged by the end users
- Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms
- 1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices (computers and Mobile), Network, applications and computer peripherals
- Prioritize requests and incidents based on impact and urgency by selecting severity level
- Escalate and coordinate unresolved tickets with the relevant technical teams located globally
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Creating and updating support documentation and Knowledge base articles to assist other support staff and end users
- Excellent Written and verbal communication skills in English and the desired project language (See below)
- Excellent organizational skills
- Strong Active listening skills.
- Prior IT support experience – Managing incidents including business expectations and communication
- Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices and cloud based technologies
- Knowledge/experience with enterprise IT infrastructure will be an added advantage
- Knowledge of ITIL or similar IT Service management framework is an added advantage
- Project Language – French/Spanish/Italian/German along with English
- ITIL foundation certification for eligible employees
- Technical trainings and certifications
- Competitive salary
- Initial Accommodation - 2 weeks accommodation provided by the company on joining
- Lunch - monthly lunch vouchers – 55% of cost paid by company
- Initial/ongoing technical training, the opportunity to work towards ITIL certificate.
- Training opportunities - Professional training provided by experts - Six Sigma Green Belt,
- Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc.
