Pracownik HELPDESK

Dla naszego Klienta z branzy przemyslowej w Krakowie poszukujemy kandydata z doswiadczeniem na stanowisku wsparcia technicznego (helpdesk)

Start: asap

Praca polega na wsparciu technicznym uzytkowników systemu sluzacego do zamawiania produktów naszego Klienta online. W tym wypadku, produkty zawezone sa do biznesu Robotics. Inaczej mówiac osoba ta bedzie miec najwiecej do czynienia z ludzmi z tego biznesu. Praca bedzie sie odbywac w ramach wiekszego zespolu zajmujacego sie wsparciem tech. systemów/aplikacji przeznaczonych dla uzytkowników wewnetrznych. Wymagane przede wszystkim doswiadczenie w obsludze klienta (rozwiazywanie problemów technicznych). W poczatkowej fazie osoba ta musi spedzic ok. 2 tygodni w Szwecji na szkoleniu.

Main Accountabilities

-Resolve users questions electronically or via phone on all supported applications

-Receive calls, emails and web-tickets for end users and other Help Desks, and create/resolve Incident tickets or -Service Request tickets, logging all pertinent information for all company supported applications

-Provide initial assessment of categorization and prioritization for reported Incidents, Events and Service Requests and provides initial support, targeting a higher level of first level resolution

-Follow up and address issues reported by application monitoring system – these are related to application stability and performance

-Maintain ownership of Incidents, ensuring status update and resolution according to SLAs

-Escalate and follow up open cases

-Troubleshoot functional issues

-Solve issues caused by incorrect use / system failure

-Document resolution for future reference

-Participate in system testing

-Serve as liaison between users and the development teams to resolve issues

-Provide communication to end users concerning the status of Incidents, Service Requests, changes (RFC) and Forward Schedule of Changes (FSC)

-Provide information to users about application

 Knowledge, Skills and Experience

 -Fluent spoken and written English

-Bachelor's in technical discipline or equivalent experience

-Good working knowledge of infrastructure and application architecture

-Related technical certifications in database or in software design is a plus

-Thorough knowledge of IT service management concepts (ITIL) is a plus

-Ability to promote a team environment