service desk analyst (night shifts), warszawa

warszawa, mazowieckie
job type
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job details

warszawa, mazowieckie
experience level
12-24 miesiące

job type
job category
Information Technology
contract type
umowa o pracę
working time
pełen etat
work system


ewelina czarnecka+48 501327680
reference number
/269/02/2019/EC - 56723
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job description

The role will be required to adopt and follow all process and procedures that have been established and add value and suggestions on how to improve them when required. It involves regular systems maintenance, administration and monitoring to ensure that infrastructure environments supported by IT services, along with any other IT related Systems, provide robust and highly available platforms. As a result, the position will at times involve meeting late requests and tight timescales as a result and nature of the business.

what we offer

  • working during night shifts, after 6 months it will change to 24x7
  • possibility to grow up in international company
  • package of benefits
  • working as part of a team 15 + analysts
  • working across multiple customers

your tasks

  • Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call, email or self-service portal to ensure a high level of customer service is delivered
  • Provide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis
  • Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets
  • Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the service company offer
  • Work in conjunction to company policies, procedures and standards
  • Maintain understanding of applicable technologies in use by company IT Services customers to contribute to a higher level of first time fix rates
  • Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers
  • Engage in “shift left” activities with technical teams to allow more incidents to be resolved at first line cutting down disruption to users and enhancing customer satisfaction

what we expect

  • Experience of working in a client facing IT environment
  • Experience of using a service management system such as Axios Assyst - will be a plus
  • Awareness of ITIL framework
  • Must be capable of working unsupervised to agreed timescales
  • Excellent communication skills – both verbal and written
  • Excellent interpersonal skills
  • Ability to develop good relationships with customers
  • Ability to organise and prioritise work in an effective manner
  • Ability to work under pressure
  • Ability to work well in a team.
  • General knowledge of Third party support agreement(s)
  • A basic understanding of Service level agreements or arrangement(s)
  • Experience of providing remote support services across standard desktop / laptop /thin client environments
  • Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems
  • Excellent troubleshooting skills
  • Ability to mentor and train team members

Agencja zatrudnienia – nr wpisu 47