IT Service Delivery Specialist / Desktop Support

Central purpose of the job:

• Provide front line IT support to client (Desktop Support, End-User Computing, Workplace Services)
• Install, maintain and configure PCs, printers, associated peripherals and software
• Troubleshoot and provide end–user, HW and SW support, routine maintenance, infrastructure support
• Ensure that calls and tickets for support are dealt promptly and appropriately
• Liaise with internal customers and vendors as required

Primary Responsibilities :

• Install, maintain, and troubleshoot all computer hardware and software
• Provide end–user, desktop and infrastructure support
• Resolve routine and non-routine problems through self-troubleshooting or available knowledge base articles, recommend and implement best practice solutions
• Rebuild, image and configure PC’s (hardware and software)
• Remain active and aware as the second level of IT end user support
• Maintain Desktop Support procedures, Printers Standards, Configuration Compliance, Patch management, PC Refresh roadmap planning.
• Transfer PC’s and desktops within the sites and across EMEA locations
• Work in partnership with various IT Support Groups worldwide to understand business requirements, and rationalize solutions.
• Assists in the design and development of procedures according to IT standards, functional specifications and design requirements.
• Compose and maintain technical specifications and documentation to describe program development, coding practices, testing methodologies, revision control, installation and operation of developed solution
• Always be ready to be dispatched on troubleshooting calls to sites on various high level and priority issues
• Be courteous and responsive to the needs of sites, no matter the request or time of day
• Manages relationships with key vendors (in conjunction with the IT Manager)

Requirements:

• At least 3 - 5 years of Service Delivery / Desktop Support / Worklpace services experience
• Must be Technology savvy IT professional with skills / experience that covers the following:
  - Knowledge of client operating systems Windows 7 / Windows 10
  - Knowledge of Remote tools – Bomgar, Dameware, SCCM Remote, Remote Desktop Connection
  - Knowledge of various MS Office Suite
  - Knowledge of Android and iOS based mobile devices
  - Knowledge of MECM (SCCM) 1910 or higher, Intune; Microsoft Azure; on prem Skype for Business environment and Poly devices will be a plus
  - Knowledge of Windows Server Family – 2012 and higher will be a plus
  - Knowledge of Server Roles as DNS, DHCP, Active Directory will be a plus
• Excellent English written and verbal communication skills; ability to communicate up, down, and across the business
• Bachelor’s degree in Computer Science, Information Technology, or relevant field of study is highly desirable
• Experience working as part of an international IT group will be a plus
• Solid background working with customers and related business processes
• Demonstrated ability to effectively collaborate with a variety of levels across the organization
• Interact and negotiate with vendors, outsourcers, and contractors to secure products and services.
• Able to prioritize, plan, and organize work and deliverables individually and within a team
• Able to travel up to 10% of the time
• Able to work 4 days a week at Zawiercie location and preferably 1 day a week remotely (Katowice location or Home Office).
• Must be Customer focused

We offer:

• Stable job based on permanent job contract
• Competitive compensation and motivation system
• Working hours: 8.00 a.m. – 4 p.m.
• Great benefit package (health insurance, medical care, sport cards/entertainment bonus)
• Company Social Benefit Fund
• Opportunity for professional growth - challenging and rewarding work with dynamic, international team – trainings in international professional surrounding
• Friendly work environment and healthy oriented culture