IT Service Desk Analyst with German or French
Location: Kraków
Key Accountabilities:
• Provide technical support to internal users with a focus on delivering excellent customer experience.
• Understand the customer’s issue and ensure that the necessary action is carried out to resolve it.
• Resolve a high percentage of calls at first point of contact through the use of the knowledge base.
• Raise incidents/tickets to escalate problems to second and third level support areas as appropriate.
• Document incidents properly with accordance to quality standards.
• Ensure that the ticket kickback/errors are maintained low.
• Handle optimal number of calls/tickets based on volume.
• Focus on identifying projects/opportunities for process improvement to eliminate calls.
• Provide support to the Team and Team Leaders/Manager.
Requirements/skills:
• Fluent French or German Language – written and spoken,
• Intermediate English language – written and spoken,
• Excellent interpersonal and communication skills,
• Proactive and self-motivated attitude,
• Experience in international and multicultural environment,
• Quick learner with an ability to share knowledge,
• Ability to work against challenging targets and thrive in a team environment with the willingness to adapt to a wide range of situations,
• Great analytics thinking and problem solving skills,
• Basic knowledge of IT infrastructure and good knowledge of MS Office tools,
• Bachelor’s degree in Computer Science /related technical field or equivalent experience would be an asset.
We offer:
• Stable job in professional team which might be a good career start point or continuation in dynamic IT environment,
• Comprehensive training for new joiners,
• Home office days,
• Car parking few minutes away from the office,
• Relax room (with massage chairs and area for yoga/stretch),
• Bicycle racks in the underground garage and around the office; showers dedicated to cyclists,
• Game room (with Xbox, PS consoles and foosball table),
• Fresh fruit on the floor and good coffee in the kitchen,
• Team building events,
• Internal learning sessions,
• Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport.
