Service Desk Agent with Italian/Spanish

Nasze wymagania: Language Proficiency: Good written and oral communication skills in English and very good knowledge of Italian/Spanish. Technical Basics: Fundamental computer user knowledge (MS Office, Windows, basic PC networking). Communication Skills: Ability to build empathy with users and communicate technical solutions in a clear, understandable way. Problem-Solving Mindset: Analytical and logical thinking with a strong drive to resolve issues effectively. Reliability: Excellent time management skills and the ability to work under pressure in a dynamic environment. Team Spirit: A flexible approach and the willingness to cooperate within a global, diverse team. Zakres obowiązków: Single Point of Contact: Acting as the first line of support for users regarding routine and non-routine IT incidents and requests (e.g., password resets, software troubleshooting) Incident Management: Receiving, logging, classifying, and prioritizing all incoming calls and tickets. Technical Diagnosis: Performing 1st line diagnosis and providing immediate resolutions for hardware and software issues whenever possible. Workflow Coordination: Routing unresolved incidents to appropriate resolver groups and following up until the issue is closed. Data Accuracy: Maintaining precise records of calls, including asset details, troubleshooting steps, and user satisfaction. Knowledge Base Contribution: Identifying recurring issues and flagging successful resolutions to be added to the internal Knowledge Base Oferujemy: Career Growth: A unique "Internal First" promotion policy – we recruit externally only for entry-level roles, while Expert and Team Leader positions are filled by promoting our own Service Desk Agents. Remote-First Model: Nearly 100% remote work (only one day in the office at the start for onboarding and equipment collection). Time to Recharge: 2 paid "happy hours" per month (3 extra days off per year) and an additional day off after using your holiday entitlement. Financial Support: Holiday allowance and a referral program bonus. Health & Well-being: Private medical care, group life insurance, and a 24/7 Employee Support Program. Development: Free e-learning platforms and shared costs for professional training and certifications. Flexibility: Workation options and access to the MyBenefit cafeteria system (including sports cards).