Service Desk Analyst with German/Italian/French/Dutch (1st line)
TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE
⚲ Warszawa, Wola
Do uzgodnienia
Wymagania
- Service Desk Agent
Opis stanowiska
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
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
🔍 Dekoder Ogłoszenia
🔴
Excellent interpersonal, communication and analytical skills
Oczekuje się, że będziesz potrafił skutecznie komunikować się z użytkownikami i rozwiązywać problemy, często w stresujących sytuacjach.
🔴
Precision, reliability, dynamism and flexibility
Oczekuje się, że będziesz pracować dokładnie, niezawodnie, szybko reagować na zmiany i być gotowym na nieprzewidziane zadania.
🔴
Conducting full and through diagnostics with end users to enable first time fix.
Będziesz musiał samodzielnie rozwiązywać większość zgłoszeń bez eskalacji.
🔴
Ensuring all Incidents/Request are progressed & cleared within SLA
Będziesz pod presją czasu, aby rozwiązywać problemy w określonych terminach.
🟡
Opportunity to use foreign languages a
Choć jest to oferta pracy językowej, główny nacisk kładziony jest na obsługę techniczną, a nie konwersacje.