As a 1st Level Service Desk Operational Support Specialist, you will be responsible for providing initial contact and support for users facing IT-related issues. This role is crucial in ensuring that user queries are addressed efficiently and effectively, maintaining high levels of customer satisfaction, and ensuring the smooth functioning of organizational IT operations.
responsibilities :
Initial Point of Contact:
Act as the primary interface for users seeking IT support, receiving and documenting inquiries through calls, emails, or ticketing systems
Perform initial assessment and categorization of issues to either resolve them at the 1st level or prepare them for escalation
Incident Management: Log all incidents and support requests in the service management system, detailing user information and issue specifics.Resolve common issues like password resets, basic software errors, and connectivity problems.Escalate complex issues to higher-level support teams with comprehensive information for further handling.
User Support and Guidance: Provide clear instructions and assistance to users, helping them navigate and utilize IT systems and applications.Maintain consistent communication with users regarding the status of their queries and expected resolution times.
Knowledge Management: Contribute to the development and updating of a knowledge base that includes solutions to frequent issues and troubleshooting steps.Engage in continuous learning to stay updated with the latest technologies and best practices in IT support.
Quality and Efficiency: Adhere to Service Level Agreements (SLAs) to ensure timely responses and resolutions.Collect and utilize user feedback for service improvement and report recurring issues for systemic solutions.
Reporting and Analytics: Collect and analyze data on service desk activities, including ticket volumes, types of issues, and resolution times.Prepare regular reports to identify trends, performance metrics, and areas for service enhancement
Preventative Measures: Identify and address potential IT issues proactively to prevent larger problems and enhance user experience.
requirements-expected :
Strong problem-solving and communication skills
Experience in IT support or related field
Familiarity with IT service management software and tools
Ability to work effectively in a team and independently
Knowledge of IT systems, software, and network basics
Proven degree in Information Technology, Computer Science, or a related field (beginners are also welcome)
English language skills
offered :
oferujemy stabilne zatrudnienie
pracę w rozwijającej się firmie
opiekę medyczną
niezbędne narzędzia do wykonywania powierzonych zadań
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of professional training & courses
life insurance
integration events
retirement pension plan
saving & investment scheme
coffee / tea
sharing the costs of tickets to the movies, theater
