IT Service Desk Technician

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 we are looking for: IT Service Desk Technician

Essential Duties and Responsibilities:

• Interfaces with customers in person, over the phone, and on line to capture service needs. Accurately opens incidents and requests as needed.
• Triages all incoming IT incidents and requests to insure proper categorization, priority, and assigns correct responsibility for service delivery.
• Provides first-tier service delivery for the efficient resolution of IT end-user-related incidents, service requests, and problems; updates the service desk management tool accordingly
• Resolves issues and requests utilizing excellent customer service skills, problem solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
• Provides technical support for business systems following troubleshooting guidelines and scripts.
• Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and to escalate as needed.
• Takes ownership of all customer interactions, utilizes appropriate follow-through, and logs all customer interactions. Interacts with other members of IT as needed to insure service delivery to customers. Provides timely feedback to internal customers via phone, email or other form of communication
• Coordinates user communication efforts for planned and unplanned outages.
• Contributes to the knowledge base of self-help for customers.
• Documents, maintains, upgrades or replaces hardware, software systems, and licenses
• May participate in some projects
• Performs related tasks as needed or assigned

Required Knowledge / Experience:

• 2+ years of experience providing support in a corporate networked environment.
• Technical knowledge of Windows operating systems, PC hardware technology, cell phones, tablets, Active Directory, Lotus Notes or Exchange mail services, MS Office 2007/2010, basic networking, telephony, and application level ID administration
• Training and/or experience with ITIL methodology
• Experience with ServiceNow or other ITIL based tracking system, asset management, and remote access control software.
• Experience in problem solving and troubleshooting hardware and software issues is required
• Self-motivation and an eagerness to learn are equally important job requirements
• Ability to follow documented operational procedures and independently organize, coordinate, and complete job orders
• Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
• Ability to produce detailed documentation as necessary
• Ability to effectively communicate in English and German language verbally and in writing
• Ability to read and interpret technical journals, specifications, international technical standards, etc.

Our client offers:

• International environment
• Competitive salary
• A friendly working environment within an experienced and creative team
• Fexible working hours
• Private Medical Care
• Multisport & Benefit cards
• Mobile phone contract
• In-house free English classes
• Traning budget