Service Desk Analyst with German/Italian/French/Dutch (1st line)

Nasze wymagania: Proficiency in one of the following languages: German, Italian, French, or Dutch, as well as good English skills. 1+ years experience as Service Desk Agent Microsoft Certification on Microsoft OS/O365 nice to have Excellent interpersonal, communication and analytical skills Precision, reliability, dynamism and flexibility Mile widziane: ITIL4 Foundation certified Win 10 Certification Zakres obowiązków: 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/Request, 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/Request 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. Oferujemy: 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