L1 IT Service Desk Analyst with German & Polish

Infosys; Polán; Presencial; EUR 24.000 - 32.000; Jornada completa

Descripción de la vacante

A leading IT service provider located in Castilla-La Mancha is seeking an experienced L1 IT Service Desk Analyst proficient in Polish, German, and English. The ideal candidate will provide first line support, manage customer interactions, and ensure service level agreements are met. This role includes professional growth opportunities and performance bonuses, ensuring a supportive working environment without a trial period.

Servicios

Performance bonus twice a year

Private medical care

Access to well-being platform

Formación

• Minimum 1 year of experience in Service Desk/Technical support.
• Ability to troubleshoot various technical issues.
• Experience in managing customer interactions effectively.

Responsabilidades

• Deliver first line support via the Service Desk.
• Update incidents with relevant information.
• Provide customer updates regarding specific incidents.
• Escalate incidents as per company processes.

Conocimientos

Polish language (B2)

English language (B2)

German language (B2)

Technical support experience

Knowledge of OS (Windows XP-10)

Networking knowledge

Herramientas

MS Office suite

Descripción del empleo

Overview

Job Description

L1 IT Service Desk Analyst with German & Polish
Infosys Poland Sp. z o.o. Oddział w Krakowie

Responsibilities

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.
• Update incidents with detailed and relevant information in a timely and effective manner.
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution.
• Escalate an incident or troubleshoot tickets according to the company escalation processes.
• Ensure Customer Service Level Agreements are met or exceeded.
• Respond to customer enquiries in a timely and efficient manner.
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
• Execute transactions as per prescribed guidelines and timelines.
• Ensure customer/user confidentiality and data protection at all times.

Qualifications

• Knowledge of Polish/English/German at least B2 level
• Min. 1 year\' work experience in Service Desk/Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support / Small Forms etc.
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
• Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)
• Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S
• Basic networking knowledge

What you can expect from us

• Performance bonus twice a year
• Employee referral program bonus
• Opportunity for professional growth through internal movement (horizontal or vertical), group internal trainings online and onsite
• Access to training platform (self-learning), domain/soft/technical skills training
• Possibility to use German language on a daily basis
• Private medical care at Medicover (with possible extension to family members)
• Reimbursement of Multisport card or points on MyBenefit platform
• Attractive group insurance
• Access to well-being platform, opportunity to take advantage of free meetings with a psychologist
• Stable employment based on an employment contract
• No trial period in the contract
• IT equipment is provided
• Additional social bonuses
• Opportunity to participate in charity, sports and well-being events
• Rotational shifts within: 6:30-18:30

Recruitment stages

• CV check
• Call with the Recruiter
• Skills check (online test(s) and phone language verification - if required)
• Video meeting with Hiring Manager
• Final decision and feedback