Informacje o stanowisku

Your role:

1. Act as a single point of contact for phone calls and tickets from employees concerning IT issues and queries.
2. Provide 1st and 2nd level support - troubleshoot and resolve IT related problems from software to hardware, such as Microsoft Windows 10 and Microsoft Office 365, laptops, desktops, printers, mobile devices.
3. Handle IT support phone calls and tickets within SLA defined.
4. Log all phone calls in the Service Desk tool (ServiceNow).
5. Ensure phone queue SLA are met.
6. Take ownership and coordinate with other IT support teams for high priority issues.
7. Escalate unresolved tickets to next level support teams.
8. Participate in on-call rotation to provide coverage when required.

Must-have requirements:

1. Excellent verbal and written communication skills in French and English are a must.
2. Knowledge of any additional language, preferably Spanish, Dutch, German would be an asset.
3. Advanced ability to gather, monitor and document data.
4. Excellent customer service skills.
5. Problem-solving abilities.

Additional assets:

1. Sound knowledge of IT Service Desk operations: proficiency with ServiceNow is highly desirable.
2. Good understanding of computer systems, mobile devices and tech products.
3. Knowledge and working experience in PC / Laptop.
4. Experience in providing IT support in computer, network and server related areas.
5. Knowledge of: Active Directory Services, MS Exchange, VPN, Network, MS Office suite, Windows 10, Microsoft Office 365.

We offer:

1. Stable employment conditions on the basis of the contract of employment (umowa o pracę).
2. Annual bonus.
3. Flexible working hours.
4. Home office (hybrid).
5. Medical care with the dental package.
6. Life insurance.
7. Sport card/Benefit platform.
8. Language courses.
9. Possibility to start your career within IT.
10. Opportunity to learn and develop your knowledge within technical support.

Warszawa - Oferty pracy w okolicznych lokalizacjach