responsibilities :

Assisting users over the telephone with their reported tickets
Handling and documenting all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in ServiceNow ticketing tool
Owning the ticket throughout its life cycle and ensuring that all relevant information is captured (as per Quality guidelines), following up the cases to ensure timely resolution
Analyzing issues/requests and assigning to relevant functional teams
Performing password reset and user account unlocking in business application as per agreed SLAs
Effectively communicating with other team members , 2nd and 3rd Level technical teams, end-users to reach SLAs
Performing special projects as per agreement with Project Leader/Project Manager
Learning and implementing new technologies, tools, processes and policies
Documenting new technical solutions in knowledge base, suggesting improvements to the existing ones
Documenting and sharing best practices and with other colleagues
Actively participating and sharing ideas in team meetings, individual feedback sessions

requirements-expected :

offered :

Competitive salary with annual salary reviews
Hybrid working model
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.)
Sports 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

benefits :

requirements-expected :