Be Poland Think, Solve, Execute Sp. z o.o. has a proven position of being reliable partner for organisations to analyse complex requirements, find solutions and implement them in their entirety, regardless of their complexity. Since the foundation of Be Poland in 2013, we have been continually expanding and customising our spectrum of services. Today, we are privileged to have in our team the best individuals in each sector we operate. Today, we are privileged to have in our team the best individuals in each sector we operate. For our partner, a multinational medical equipment manufacturing company in Wroclaw, we are looking for a (Junior) IT Service Desk Agent
The role of IT Service Desk Agent will be to contact with user via phone chat and web forms, gather all the relevant and required information on an incident or request as per ServiceNow knowledge base, troubleshooting and resolving users’ issues and requests including guidance and promotion of automated tools and technology including self-service. You will diagnose and assess major incidents and escalate as appropriate using existing processes. You will be working in flexible shift schedule Monday - Friday 8:00 AM till 00:00(8am – 4pm, 1pm – 9 pm , 4 pm -12 am) *.
- Ticket logging, handling phone, chat and web forms contacts in ServiceNow within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels. Ticket resolving, diagnose and troubleshooting of incidents issues.
- Resolving as many incidents as possible on initial contact and confirming fact that issue is fixed with users. Proper usage of PC remote control tool agreed with users
- Address user issues or requests diligently assigning them to appropriate resolving team when immediate resolution or guidance is not available. Follow and contribute to existing Knowledge base, available via ServiceNow required for providing accurate solution of user’s problem
- Ticket management, follow-up on users chase calls and consult high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.
- Identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for a bigger issues
- Perform User Access Management related duties via ServiceNow and other available tools
- Good customer service skills
- Basic IT and technical knowledge including troubleshooting skills (preferred but not essential)
- Fluency in English
- Time/task management, attention to detail, willing to learn
- Good communication skills, providing explanations clearly and precisely
- Works co-operatively with others to achieve team goals
- *A ride back home with a taxi for afternoon shifts
- Umowa zlecenie / Civil contract – 4000 – 6000 PLN gross monthly
- Private medical insurance with Medicover; Multisport card
- Team-building events
- Relaxation zones in the modern workplace