Service Desk Analyst with Dutch
⚲ Warszawa
6 500 - 9 000 PLN brutto (UoP)
Wymagania
- IT Support
Opis stanowiska
For our client we are looking for a candidate for the position of Service Desk Analyst with Dutch.
Your responsibilities:
• As a Service Desk Analyst, you will act as a first and single point of contact for all IT related issues
• Dealing with incoming calls (Phone /Email/ Web and Chat) in a professional, courteous manner
• Correctly logging incidents/requests, categorizing and prioritizing, assigning them to the correct team (if not first time fix (FTF)) in line with the defined procedures
• Conducting full and through diagnostics with end users to enable first time fix
• Ensuring all incidents/requests are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Creating knowledge items for the desk in collaboration with L2 teams
• Managing end user escalations with the use of escalation management guidelines
Our requirements:
•
Proficiency in Dutch and good English skills
• Some previous experience on similar role is nice to have
• Excellent interpersonal, communication and analytical skills
• Precision, reliability, dynamism and flexibility
What we offer:
• Hybrid working model (2 days in the office from our Warsaw office, 3 days remote per week)
• Competitive salary with annual salary reviews
• 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
• Access to wide range of learning & development platforms
• Discounted theatre tickets
• Work in a multicultural environment
Your responsibilities:
• As a Service Desk Analyst, you will act as a first and single point of contact for all IT related issues
• Dealing with incoming calls (Phone /Email/ Web and Chat) in a professional, courteous manner
• Correctly logging incidents/requests, categorizing and prioritizing, assigning them to the correct team (if not first time fix (FTF)) in line with the defined procedures
• Conducting full and through diagnostics with end users to enable first time fix
• Ensuring all incidents/requests are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Creating knowledge items for the desk in collaboration with L2 teams
• Managing end user escalations with the use of escalation management guidelines
Our requirements:
•
Proficiency in Dutch and good English skills
• Some previous experience on similar role is nice to have
• Excellent interpersonal, communication and analytical skills
• Precision, reliability, dynamism and flexibility
What we offer:
• Hybrid working model (2 days in the office from our Warsaw office, 3 days remote per week)
• Competitive salary with annual salary reviews
• 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
• Access to wide range of learning & development platforms
• Discounted theatre tickets
• Work in a multicultural environment
🔍 Dekoder Ogłoszenia
🔴
Conducting full and through diagnostics with end users to enable first time fix
Oczekuje się, że będziesz samodzielnie rozwiązywać większość problemów technicznych bez potrzeby eskalacji.
🔴
Ensuring all incidents/requests are progressed & cleared within SLA
Będziesz pracować pod presją czasu i musisz dotrzymywać ustalonych terminów reakcji i rozwiązania problemów.
🟡
Managing incidents through their entire lifecycle from the first point of contact through to resolution
Będziesz odpowiedzialny za pełny proces obsługi zgłoszenia, od przyjęcia po rozwiązanie.
🟡
Creating knowledge items for the desk in collaboration with L2 teams
Może to oznaczać, że będziesz musiał dokumentować rozwiązania problemów, które napotkasz.
🔴
Some previous experience on similar role is nice to have
Chociaż doświadczenie jest mile widziane, brak go może oznaczać, że będziesz musiał szybko się uczyć i nadrabiać zaległości.