INCAT jesteśmy nowoczesną spółką, zapewniającą innowacyjne rozwiązania IT oraz szeroką gamę specjalistów w modelu outsourcingu usług. Stawiamy na nowoczesność dynamikę oraz trwałe, kompleksowo procesy biznesowe u naszych Klientów. Firmę tworzą doświadczeni specjaliści, charakteryzujemy się znajomością branży oraz środowiska biznesowego. Wspólnymi siłami dążymy do pozycji lidera w dostarczaniu wysokiej jakości i innowacyjnych rozwiązań. Współpraca z nami to tworzenie nowej jakości usług na rynku IT!

Service Desk Agent

Responsibilities:

• Providing day to day support to our customers and assisting them with their requests to allow their continued usability of our business software in the model of 24/7/365
• managing and prioritizing all cases in the queue by handling multiple customer requests based on their impact and urgency,
• documenting activities on each case, so that our team and the customer have the pertinent information about the case until the completion of the issue,
• monitoring and tracking all existing support cases to ensure timely resolution based on the agreed SLA (Service Level Agreement) timeframes,
• escalating issues that impact the client and/or strategic initiatives,
• working with development team on management of product releases and updates,
• actively contributing to the knowledge repository through the creation of articles when unknown issues are resolved and keeping up to date existing articles,
• identifying and proposing innovations to improve support for end users,
• proactively reducing future support burden through identification of improvement opportunities including content of self-help solution,
• fostering a work culture at all levels that is positive, collaborative, respectful, innovative, and capable of driving positive change.

Qualifications

• experience working in Service desk area or any other support role (6 months at least),
• proficient spoken and written Polish
• proficient spoken and written English (B2 at least),
• IT technical knowledge required including troubleshooting and problem-solving skills,
• experience in software development life cycle with an ability to read and understand application logs would be beneficial,
• solid time management skills with an attention to details,
• customer oriented with positive, enthusiastic and “can do” attitude,
• contribute actively to team’s activities by sharing knowledge, experience and ideas,
• teamwork attitude with the ability to work independently and take own initiatives.

What you get by being part of the INCAT team:

• Lack of corporate structures and a positive atmosphere at work
• Promotion possibilities and professional self-development offered through our training budget program
• Work in small teams under experienced leadership
• Stable long-term employment
• The necessary tools for an effective work environment
• Support at every stage of your work
• Flexible working hours
• Possibility of partial remote work

• Miejsce pracy: Wrocław / Remote
• Salary: DOE - depends on experience
• Form: UZ/ B2B/