We are looking for IT Service Desk Operators for our Shared Service Center in Cracow. Our department “IT Operations” is providing 1st line support for the Brussels office, the European Sales/Trading offices, the Cracow office, the Asian Trading offices and the European mills ( approx. 4500 users).
The essence of the IT Service Desk is to simplify the users way of working with IT by being the single point of contact for all IT incidents, problems, questions and service requests. The IT Service Desk aims to solve as much as possible remotely and will escalate to experts when required.
Reporting into the IT Operations department, especially to the IT On-Site Service coordinator (based in Maastricht, the Netherlands) you will be the first contact for all IT related matters for the office in Cracow, the European Sales/Trading offices (not based at a mill-site), the European external warehouses and the Asian Trading offices. The main areas of your job will be 1st line incident and request handling, on-site activities for the Cracow office and central staging center (pre-installing equipment before distribution to our offices in Europe and Asia).
- Act as a single point of contact for all ICT related matters for the office in Cracow, the European Sales/Trading offices, the European external warehouses and the Asian Trading offices
- Respond to incoming calls and emails
- Register, classify and prioritize incidents, service requests & standard changes
- Investigate, diagnose (root cause analyses) and provide initial support
- Deliver resolution and service restoration according to priority
- Manage, monitor and track incidents, coordinate the communication and escalate to different resolver groups
- Advise user of steps which could be taken to avoid same problem occurring again
- Provide solution and document Work-arounds (RASCI, WIKI, etc.)
- Manage CMDB (asset management)
- Drive Continuous Improvement initiatives
- Provide on-site assistance for the Cracow office
- Coordinate central staging and distribution of IT equipment (TC’s, Notebooks, PC’s)
- You are passionate about IT and have an IT-related degree or relevant working experience
- You possess strong technical experience in greater part of the following areas: MS Windows, Exchange 2010, RES Workspace Manager, MS Office, Citrix Xenapp, SCCM, Lync, Printing, Active Directory (DHCP-DNS-NTFS), LAN-WAN, End-user Hardware (Desktop, Laptop, Thin Client, Printers), etc.
- You have good knowledge of ITIL (preferably ITIL Foundation certified)
- You are able to pick up easily new technologies, procedures and applications
- You have an excellent knowledge of English, knowledge of Dutch and German would be a plus
- You have excellent problem-solving skills and you are good at disciplined and structured way of working
- You have great communication skills and customer and service oriented attitude
- You are well organized and able to make quick decisions
- You are flexible for business travel, especially at the beginning where training will be foreseen on site in Maastricht
- Intensive introduction training
- Attractive remuneration and benefits package (including private medical care, life insurance, Sodexo, MultiSport card)
- Friendly atmosphere and team-work oriented culture
- Work-life balance
- Fresh fruits and vegetables
