Your responsibilities

• Provide first level support to customer in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices).
• Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.
• Identify and solve software and hardware problems by giving step-by-step instructions.
• Provide advanced support to customer’s PC using remote control tool.
• Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.
• Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life-cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution.
• Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer).
• Instruct users on usage of application systems.
• Instruct users on ICT processes.
• Translate end user communications to or from English in case necessary or required.

Our requirements

• Previous +1 year Service Desk Experience or eager to learn
• Good written and verbal communication skills in English
• Very good written and verbal communication skills in Polish and German or Italian
• Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers
• Ability to work in shifts (7 am to 7 pm) and from the office located in Warsaw (Wola)
• Customer centricity
• Strong Team Player

Technologies we use

What we offer

• Competitive salary with annual salary reviews

• Opportunity to use foreign languages and the newest technologies on a daily basis

• Indefinite period employment contract after probation period

• Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)

• Sport's card (Multisport)

• Private medical care for you and your family

• Private life insurance

• Access to wide range of learning & development platforms

• Discounted theatre tickets

• Work in a multicultural environment