Service Desk 1st line - eng and german
Lódz Service Desk 1st line - eng and german
Lódz
NR REF.: 1138612
Hays IT Contracting matches IT Contractors with the best employers. Our passion lies in helping people develop their professional careers in IT sector - quite simply, we power the world of work.
For our Client we are currently looking for qualified Candidates for the position of:
Service Desk L1 with German and English
Location: Łódź / Ogrodowa
Job type: contract B2B
Length: long term cooperation
Rate: 50 - 90 zł / hour net
Eng: B2/C1
German: B2/C1
Shifts: 8 hours 24/7
Responsibilities:
Requirements:
Our offer:
Lódz
NR REF.: 1138612
Hays IT Contracting matches IT Contractors with the best employers. Our passion lies in helping people develop their professional careers in IT sector - quite simply, we power the world of work.
For our Client we are currently looking for qualified Candidates for the position of:
Service Desk L1 with German and English
Location: Łódź / Ogrodowa
Job type: contract B2B
Length: long term cooperation
Rate: 50 - 90 zł / hour net
Eng: B2/C1
German: B2/C1
Shifts: 8 hours 24/7
Responsibilities:
- Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queries
- Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)
- Communicate progress on Incidents and Service Requests in a timely manner back to the end user
- To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles
- Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
- Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user
- Handling major incidents by coordinating
- Basic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
- 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, iPhone, Exchange & Active Directory) with multiple teams
- An ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essential
- Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable
Requirements:
- 1 to 2 years previous IT Service Desk experience required
- Incident Management experience (Managing incidents including business expectations and communication)
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010
- Experience in using and troubleshooting Outlook (2010 and above) in a net
- Basic User & Security Group Active Directory administration work environment (permissions, calendar sharing, delegation)
- Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results driven in 24*7 environment
- Able to derive results in an ambiguous setting and accomplish results in line with business needs
Our offer:
- Competitive rate
- Possibilities: variety of projects to participate in development, working closely with big brands
- Fast learning opportunities
- Preferential conditions for benefits: medical and sport package
Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.
