IT Service Desk Technician

The IT Service Desk Technician provides the first level of support to users, whether by telephone, chats or ITSM system. You conduct an initial diagnosis, resolves incidents or simple technical support requests and escalates those incidents, which she/he is unable to deal with at your level. You record all requests in the IT service management tool (ITSM) for monitoring, reporting and learning purposes. You are responsible for monitoring the processing of tickets and for informing the applicant of their status changes. IT Service Desk Technician Responsibilities: Providing first level support to users Recording all requests in the service management tool Proper analysis of situation and troubleshoot for cases to apply solutions Enriching the documentation and knowledge base Contributing to the continuous improvement of the service level Equipment management Working in shifts mode Requirements: 1-2 years of experience on similar role Fluent in English language (C1 level) Understanding of PC set-up, and strong knowledge of MS products (Windows and Office) Experience with other tech stack like Active Directory, VoIP, Citrix Client, VPN Client, Microsoft Exchange Server and others Problem-solving approach, ability to communicate effectively and establish great relations Customer care Willingness to work in shift mode (M 8-16/N 10-18/A 14-22) Educational background in field of IT What we offer: Hybrid work mode, 50 % work from home Equivalent for remote work expenses (120 PLN per month) Stable employment in the international company Fully paid private medical care for employee Pre-paid lunch card Employee Pension Plan Co-financed Multisport Card MyBenefit Cafeteria Platform Life insurance Car parking availability in the office building Trainings and development opportunities We kindly invite you to submit your application in English.