Antal is a leader in executive recruitment and HR consulting services. The brand is present in 35 countries and has been operating in Poland since 1996. Antal International offices in Warsaw, Wrocław, Cracow, Poznań and Gdańsk conduct projects across Poland and abroad for biggest global corporations and local businesses operating in all sectors of the economy. The Antal SSC & BPO team specializes in providing recruitment services for shared services and outsourcing centres. Its projects involve searching for candidates to fill positions that require advanced technical or managerial skills, as well as high-volume recruitment associated with creating new structures or new teams within a short timeframe. The Antal SSC & BPO division consists of sections specializing in the following disciplines: Finance & Accountancy, Banking Operations, Payroll/HR, Legal Operations, Customer Service/IT Helpdesk, Purchasing, Supply Chain.
Service Desk Analyst
Location: Kraków
Key responsibilities:
- First point of contact for the business users
- Provide internal (some external) customer support via the Service Desk, handling user problems from the following sources; walk-in; telephone; email and tickets raised via the Service Desk help centre.
- Provide a high standard of communication and customer service with the business both written and verbal.
- Triage incoming support tickets / requests.
- Follow up tickets existing tickets, escalate high priority tickets to the Service Desk team lead
- Ensure current procedures and standards are followed
- Remotely support PCs, laptops, and software related issues / queries
- Remotely support client issues relating directly to our trading platforms.
- Take an active role in knowledge sharing and documenting tasks / solutions
- Methodical troubleshooting to determine cause of problems and apply solutions professionally.
- Process purchase requests by liaising with 3rd party suppliers
Regulatory responsibilities:
- Maintain a high level of conduct, ethical standards and values
- Adhere to and proactively enhance the firm’s compliance with applicable laws, regulations and codes of conduct in all jurisdictions in which the Firm conducts business and which have an impact on its business
- Work to identify risks and enhance control across the business
- Report control weaknesses, illegal, suspicious or unusual activity
- Maintain an appropriate level of competence through ongoing training, making requests for updates or development as required
- Ensuring that clients are treated fairly by knowing the customer and giving suitable advice where appropriate, providing an appropriate level of service, communicating clearly and fairly and ensuring complaints are reported
Required skills:
- 6 -12 months experience in a customer service role, dealing with customer queries, face to face support
- Ability to demonstrate good communication lines and customer service.
- Ability to troubleshoot PC hardware and software problems.
- Good knowledge of Windows desktop 7, 10, Office 365
- Basic knowledge of Microsoft Office products
Desired skills:
- Understanding of Active Directory and its related issues.
- Understanding of Microsoft Exchange
- Jira Experience
- Data Analytic Skills
We offer:
- Competitive compensation package including annual performance bonus opportunity
- Competitive benefits package, including health care and gym pass
- Superior co-working and personal development experience
- Flexibility and the possibility to work remotely
- Spacious and modern office space in the heart of old Kraków
- Kitchen full of coffee, tea, snacks, and fresh fruits
