IT Service Desk Specialist
Dentons Business Services EMEA
⚲ Warszawa
Do uzgodnienia
Opis stanowiska
Nasze wymagania:
Spoken and written English C1, knowledge of the ITIL approach
Proven experience in an IS/IT technical client–facing role, ideally in a professional services environment
Experience using ticketing system
Experience working with applications used by legal firms (time capture, document comparison, legal information systems) is a benefit
Knowledge of PC hardware set-up and configuration (including printers and wireless devices)
Strong knowledge of Microsoft based operating systems with emphasis on Windows 11 and MS Office suite
Problem diagnosis and analytical skills
Ability to document IT processes and procedures
Able to communicate in non-technical terms with the users to both understand their problem and to relay how the problem will be resolved
Able to exercise tact and diplomacy in an organizational setting
Able to work, make decisions and remain calm while under pressure
A strong focus on accuracy and quality
Understands the need for documentation and well-defined procedures
O projekcie:
Currently we are looking for an IT Service Desk Specialist to join our Warsaw based UKIME team as 1st Line Specialist in Service Desk team. This person will be supporting our internal customers in their daily duties, allowing them to use the required IT software and hardware seamlessly. You should demonstrate engagement in fixing or advising technical topics to the end-user in a clear and simple non-IT way.
Zakres obowiązków:
Provide first line technical support, answering user queries relating to hardware and software problems, via phone or email
Follow through to resolution within agreed SLA’s (Service Level Agreements)
Provide excellent customer service, ensure users can continue to work
Give customers confidence that their issue is understood and dealt with promptly
keeping them informed of progress, driving issues through to resolution, offering workarounds where applicable
Analyse user problems and inquiries
Log all IT incidents and Service Requests onto the ticketing system, and where appropriate, escalate any issue to, second and third line support in a timely manner
Work as part of a team, with a positive ‘can-do’ attitude
Continuously improve the services offered by the IT team, in line with the level of responsibility of the role
Be aware of the technologies, ITIL & ISO processes and procedures in use within the department
Adhere to local and regional IT operational standards
Adhere to duties as assigned to fully meet the requirements of the position
Oferujemy:
Private medical healthcare provided by Medicover
MultiSport card
Benefit Cafeteria system
Option to join a private insurance plan
An additional day off for your birthday
Tailored learning & development opportunities
Hybrid work model with a modern office in Warsaw city center
Spoken and written English C1, knowledge of the ITIL approach
Proven experience in an IS/IT technical client–facing role, ideally in a professional services environment
Experience using ticketing system
Experience working with applications used by legal firms (time capture, document comparison, legal information systems) is a benefit
Knowledge of PC hardware set-up and configuration (including printers and wireless devices)
Strong knowledge of Microsoft based operating systems with emphasis on Windows 11 and MS Office suite
Problem diagnosis and analytical skills
Ability to document IT processes and procedures
Able to communicate in non-technical terms with the users to both understand their problem and to relay how the problem will be resolved
Able to exercise tact and diplomacy in an organizational setting
Able to work, make decisions and remain calm while under pressure
A strong focus on accuracy and quality
Understands the need for documentation and well-defined procedures
O projekcie:
Currently we are looking for an IT Service Desk Specialist to join our Warsaw based UKIME team as 1st Line Specialist in Service Desk team. This person will be supporting our internal customers in their daily duties, allowing them to use the required IT software and hardware seamlessly. You should demonstrate engagement in fixing or advising technical topics to the end-user in a clear and simple non-IT way.
Zakres obowiązków:
Provide first line technical support, answering user queries relating to hardware and software problems, via phone or email
Follow through to resolution within agreed SLA’s (Service Level Agreements)
Provide excellent customer service, ensure users can continue to work
Give customers confidence that their issue is understood and dealt with promptly
keeping them informed of progress, driving issues through to resolution, offering workarounds where applicable
Analyse user problems and inquiries
Log all IT incidents and Service Requests onto the ticketing system, and where appropriate, escalate any issue to, second and third line support in a timely manner
Work as part of a team, with a positive ‘can-do’ attitude
Continuously improve the services offered by the IT team, in line with the level of responsibility of the role
Be aware of the technologies, ITIL & ISO processes and procedures in use within the department
Adhere to local and regional IT operational standards
Adhere to duties as assigned to fully meet the requirements of the position
Oferujemy:
Private medical healthcare provided by Medicover
MultiSport card
Benefit Cafeteria system
Option to join a private insurance plan
An additional day off for your birthday
Tailored learning & development opportunities
Hybrid work model with a modern office in Warsaw city center
🔍 Dekoder Ogłoszenia
✓ Ogłoszenie wygląda transparentnie — brak typowych czerwonych flag.