Your tasks:
- Provide first line IT support for colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
- Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions
- Cooperate with other IT teams in order to resolve incidents and requests
- Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s
- Update knowledge management system as necessary
- Identify service improvement opportunities to key service management stakeholders
- Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact
Your profile:
- Proven experience in a Service Desk role
- Very good English skills
- Basic understanding of IT principles and most commonly supported systems
- Basic technical knowledge and working experience with Microsoft products
- Very good customer service skills
- Willingness to work on shift working pattern (three shifts covering 8am-9pm Monday-Friday) and weekend basis
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