The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user's technical issues, which may range from basic troubleshooting to more complicated technical issues. This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach to deliver timely and effective IT support. There may also include a range of administration duties within this role. Job location will be work from office.
2. Key responsibilities
Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
Troubleshooting, diagnosing and correcting IT related technical issues, utilizing your technical and customer service skills
Providing guidance to the client through the necessary steps to restore functionality
Being responsible to either solve the issue or assign up to Level 2/ Level 3 support
Coordinating Service Requests and Incidents by follow up with the cross functional teams
Team up with your colleagues to collaborate on problem solving and identify major service solutions
Actively use the knowledge base to resolve problems and raise potential knowledge gaps
Coordinating and follow up Service Requests and Incidents until closure
Adhere and achieve defined SLA/KPIs
Flexible working in rotational shifts including weekend and bank holidays
Requirements
Skills/qualifications required
A high school diploma.
Polish on a business level (working/support language). at least B2 language level, preferred C1 or above
English - at least B2 language level
Customer Service or Helpdesk experience is a plus (Experience 0-6 months desirable)
Strong communication and willingness to learn
What we offer
Paid training - We'll teach you everything you need to know
An empathetic culture and supportive leadership who prioritize your well-being and personal development
Ability to grow in multiple areas in the company
Being part of a culture of inclusion and belonging: we value the diversity that our people bring to our workplace and communities
We appreciate your hard work by providing a competitive salary, with a comprehensive benefits package (Cafeteria, private health insurance and trainings)