Requirements

Expected technologies

Windows Server

Office 365

SAP

Operating system

Windows

Our requirements

• Previous IT service desk/customer support experience or eager to learn
• Very good written and verbal communication skills in Italian & Polish
• Good written and verbal communication skills in English
• Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers
• Customer centricity
• Strong Team Player
• Strong analytical skills

Your responsibilities

• Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues
• Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.
• Identify and solve software and hardware problems by giving step-by-step instructions.
• Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.
• Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life-cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution.
• Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer).