Junior IT Service Desk Analyst (1st line) with Dutch

Nasze wymagania: Previous IT service desk/customer support experience or eager to learn Very good written and verbal communication skills in Dutch Good written and verbal communication skills in English Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers Customer centricity Strong Team Player Strong analytical skills Zakres obowiązków: Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support. Identify and solve software and hardware problems by giving step-by-step instructions. Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs. Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life-cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution. Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer). Oferujemy: Competitive salary with annual salary reviews Hybrid working model (2-3 days/week from the office) Opportunity to use foreign languages and the newest technologies on a daily basis Indefinite period employment contract after probation period Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.) Sport's card (Multisport) Private medical care for you and your family Private life insurance Discounted theatre tickets Work in a multicultural environment