Infosys 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:
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 require a service attitude and technical skills to undertake analysis, diagnosis and resolution of 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 Polish and English, additional language would be a big advantage (French/Italian/Romanian/Hungarian/Spanish/German/Russian/Turkish…).
- 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
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Permanent contract
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Relocation package
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Performance bonus
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Meal vouchers
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Language courses
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Technical trainings and certifications
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ITIL foundation certification for eligible employees
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Team buildings
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Active use of foreign languages on daily basis
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Work with colleagues from other International centers of Infosys
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Young and multicultural team
Living in the Czech Republic has many advantages including affordable, low-cost living, a very good infrastructure, proximity to other European locations, as well as an interesting history and culture and beautiful nature. Brno is a truly international city with inhabitants and visitors from all over the world and there is no requirement to speak Czech!
