EPCM is a team of executive search consultants who conduct recruitment processes for the key positions in leading companies from the construction business and real estate industry. We focus on such areas as property development industry, real estate, construction, design and architecture, as well as consulting services. We are a business partner to leading organizations active on the market. While establishing relationships with the Candidates, relying on openness and trust, we consider each person’s potential, both in terms of all recruitments being conducted and our Clients’ future needs.
Our Client is well-known an international company located in Warsaw. The Service Analyst Role, is the IT Service Desk part of the role, and first point of contact for the Business for all IT related issues. Provides Incident Management – the logging, resolution and escalation of user based technical issues relating to all hardware, software, systems and services deployed across the group. Major Incident Management – Ensuring Major Incidents are escalated to Major Incident Management Team and ensuring that all Intranet and IVR messages are updated until the Major Incident is resolved. Provides Service Request Management – the management and implementation of planned tasks requested by the Business to agreed timescales.
- Represents IT to the Business through the IT Service Desk being the first point of contact between the Business and IT and also provides a single point of contact for Users to initiate or follow-up on IT requests or request assistance
- Records, categorises and prioritises all Phone Calls, Emails (mail listen) and Service Requests into Remedyforce and provides First Contact Resolution (FCR) where possible
- If First Contact Resolution is not achievable, ensuring that the ticket is assigned to the correct next level resolution team in a timely way so they can manage within the Service Level
- Ensuring User satisfaction in every step of the management of an Incident or Service Request assigned to 1st Line support
- Diplomatically encouraging users to follow agreed procedures and avoid temptation to walk up and demand immediate support – and ensuring that all Incidents are logged regardless
- Always behaving professionally and courteously
- Keep Users updated on status and progress of Incident/Requests where requested
- As requested - produces and distributes performance metrics against SLAs and KPIs and User Satisfaction
- As required, travels to other locations to gain greater interaction and understanding with other IT Service Desk team members
- Being pro-active in helping to resolve User issues
- Using your self-awareness to identify areas of weakness and seek to build these up either through working more closely with colleagues who are strong in these areas or requesting appropriate training
- Demonstrating a willingness to offer support to others in areas where you are strong
- Participating actively and constructively in team meetings – your thoughts and ideas will influence what we do.
Skills Required:
- Excellent customer service and customer facing skills
- Ability to liaise with staff and customers at varying levels within the business with empathy
- Proactive approach to problem solving
- Ability to liaise with staff and customers at varying levels within the business
- Competent English Language skills (both Verbal and Written Level)
- Competent Polish Language skills (both Verbal and Written Level)
- Basic Active Directory Account Administration e.g. password resets
- Basic troubleshooting of common IT software products
- Experience within a Service Desk / Helpdesk role (6 months - 1 year) is essential
- Understanding of ITIL to Foundation Level and Microsoft Certified levels
- A good understanding of call management and the confidence to adequately escalate issues
- Confident of their technical skills and should be able to think on their feet
- Proactive approach to problem solving
- Understanding, both technically and with empathy
- Equally happy and effective working as part of a team or working alone and unsupervised.
- Strong interpersonal skills
- Understand SLA's and acknowledge a good experience of working to these in previous roles.
- Where possible, a minimum 3 years of experience in a hands-on customer facing support role
- Microsoft certification preferred
- Operational experience in supporting Microsoft O/S
- Operational experience in supporting android mobile products
- Basic understanding of SCCM
- ITIL Foundation Certified (or more) preferred.
- Dell PC/Laptop hardware
- Microsoft O/S - Windows 7/8.1,10, Office 2003/7/10/13/16/365, Outlook 2010 and O/365
- Mobile devices, Android, iOS
- SCCM
- Tools – Skype for Business/ Skype Enterprise Voice/Remote desktop / Team Viewer / Microsoft/ BMC tools.