Service Desk Analyst with Polish and German/Italian/French (1st line)
TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE
⚲ Wrocław
Do uzgodnienia
Opis stanowiska
Nasze wymagania:
Very good written and verbal communication skills in Polish and German or Italian or French
1+ year of experience within customer care/support or IT service desk
Good written and verbal communication skills in English
Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers
Minimum High School Degree (preferred College /University Degree or studies in progress)
Ability to work in shifts (7 am to 7 pm)
Strong Team Player
Strong analytical skills
Zakres obowiązków:
Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices).
Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.
Identify and solve software and hardware problems by giving step-by-step instructions.
Provide advanced support to customers’ PC using remote control tool.
Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.
Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines.
Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution.
Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language.
Oferujemy:
Competitive salary with annual salary reviews
Hybrid working model (at least 2 days/week from the office)
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
Very good written and verbal communication skills in Polish and German or Italian or French
1+ year of experience within customer care/support or IT service desk
Good written and verbal communication skills in English
Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers
Minimum High School Degree (preferred College /University Degree or studies in progress)
Ability to work in shifts (7 am to 7 pm)
Strong Team Player
Strong analytical skills
Zakres obowiązków:
Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices).
Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.
Identify and solve software and hardware problems by giving step-by-step instructions.
Provide advanced support to customers’ PC using remote control tool.
Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.
Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines.
Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution.
Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language.
Oferujemy:
Competitive salary with annual salary reviews
Hybrid working model (at least 2 days/week from the office)
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
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Ability to work in shifts (7 am to 7 pm)
Oznacza pracę w nieregularnych godzinach, często obejmujących wieczory i weekendy, a nie tylko standardowe 8 godzin w ciągu dnia.
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Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices).
Będziesz rozwiązywać podstawowe problemy z oprogramowaniem i sprzętem, w tym z urządzeniami mobilnymi, często powtarzalne i proste.
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Identify and solve software and hardware problems by giving step-by-step instructions.
Twoja praca będzie polegać głównie na prowadzeniu użytkowników przez proces rozwiązywania problemów, a nie na samodzielnym diagnozowaniu skomplikowanych usterek.
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Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.
Będziesz pośrednikiem między użytkownikami a bardziej zaawansowanymi zespołami technicznymi, często przekazując informacje i pilnując terminów.
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Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Qu
Oczekuje się od Ciebie skrupulatnego dokumentowania każdego zgłoszenia i pilnowania terminów, co może oznaczać dużą ilość pracy administracyjnej.