User Support Specialist

The client is an international IT services company Key details: Location: 100% from the Warsaw office Rate: open Employment type: B2B contract Duration: 12 months + extensions Recruitment process: 1 stage English: B2+/C1 Luxmed, MultiSport, equipment provided by the client Knowledge: - Excellent practical knowledge of IT end users infrastructure (workstations, printers, peripherals etc.) - Excellent practical knowledge of workstations’ operating systems - Excellent practical knowledge of identity management - Excellent practical knowledge of networking - Practical knowledge of complex information systems and their interoperability - Practical knowledge of M365 cloud services - Practical knowledge of ITIL, especially incident and request fulfilment processes - Practical knowledge of using ITSM solutions Skills: - Excellent communication skills (in written and verbal communication) - Open minded, excellent troubleshooting, analytical and problem solving skills - Very strong sense of responsibility - Accuracy and attention to details - Sense of tact and diplomacy - Friendly, supportive and helpful personality with co-operative and service oriented attitude - High level of initiative - Ability to work in stressful environment with minimal supervision - High level of motivation and initiative Specific requirements: - Previous experience working in 24/7 mode - Is required (valid from the first day of assignment) - CONFIDENTIEL UE/EU CONFIDENTIAL Typical tasks and responsibilities: - Providing high quality technical assistance and support services for both internal and external users - Processing simple and complex service requests and incidents reported via self-service portal, phone, e-mail or in person - Proposing workarounds, troubleshooting and analysing reported incidents - Escalating reported issues to domain specific support lines if necessary - Providing user guidance and advice - Contributing to knowledge base development - Contributing to support service improvement - Creating a positive customer experience - Preparing digital workplace: configuring, installing, replacing and distributiong end user equipment (laptops, screens etc.) - Executing digital workplace improvement projects eg. mass replacements of end user equipment (laptops, screens etc.) - Working hours: 8/5 normal working days, normal working hours (exceptions may apply if agreed mutually) - Other specific duties as assigned by supervisor Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361