Bromley Business Centre, 27 Hastings Road, Bromley, Kent BR2 8NA, UK

Service Desk Support

Role Service Desk Support
Location Warsaw, Poland
Type of Hiring Permanent/FTE/B2B Contract
Salary 10,000 – 12,000 PLN a month

Must speak Polish, English & German

Job Responsibilities:
Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, chat, in person;
Diagnose, research, and resolve Level 1 technical computer systems, hardware, or software issues; Effectively advise and assist customers on appropriate action;
Direct unresolved issues to the next level of support personnel;
Promptly Identify and escalate situations requiring urgent attention mainly high priority tickets;
Maintain the highest possible level of customer service;
Work with internal teams to ensure accurate, effective customer support;
Knowledge in Active Directory, Office365, Windows client troubleshooting, Network Monitoring tools;
Consistently achieve First Contact Resolution performance metric. Understanding of SLA & KPI requirements for the client;
Aware of customers time restraints and work within those time limits
Follow up Service Desk tickets until completion;
Provide clients with incident reference numbers and request numbers. Accurate documentation of ticket. Ensure to update all troubleshooting/resolution steps into the ticket;
All tickets are to be touched on a first in first out basis, calling the customer and escalate tickets as needed if on-site support is required

Requirements:
Min 1 Year of Experience in IT Service Desk;
Willing to work in 24/7 shifts; Excellent written and verbal communication skills. Should be proficient in Polish, German and English;
Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy;
Must have skill Polish, German, English, Microsoft Products
Problem-solving ability to diagnose and resolve basic technical issues;
Ability to resolve problems with and without remote tool;
Knowledge of ITIL;
Preferably knowledge of ITSM tools like ServiceNow or BMC Remedy, Reporting