Service Desk Analyst (1st line) with Dutch

Tata Consultancy Services; Poland; On-site; PLN 67,000 - 100,000; Full time

Benefits offered by this job

Competitive salary with annual salarys

Access to MyBenefit platform

Sport's card (Multisport)

Private medical care for you and your/

Language opportunities to use foreigns

Job summary

Tata Consultancy Services Poland is seeking a Service Desk Analyst to deliver first level IT support for software and hardware issues across multiple channels.

You will assist users by phone, email, chat and other channels, diagnose problems and provide step-by-step guidance while meeting SLA targets. Fluent Dutch and English are required, and you will log all interactions in English and collaborate with higher-level teams.

Qualifications

• Good written and verbal communication skills in Dutch
• Good written and verbal communication skills in English
• Customer centricity
• Strong Team Player
• Strong analytical skills

Responsibilities

• Provide first level IT support to customers for software and hardware issues.
• Assist users via telephone, email, voicemail, chat, and other channels.
• Identify and resolve software and hardware problems with step-by-step guidance.
• Communicate with 2nd/3rd level teams and end-users to handle incidents and requests while meeting SLAs.
• Own and document all incidents/tickets in the ITSM tool and log contacts in English.
• Escalate unresolved cases to appropriate IT teams and ensure timely resolution.

Skills

Dutch

English

Customer centricity

Team player

Analytical skills

Job description

• 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, elevate 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).

Our requirements

• Good written and verbal communication skills in Dutch
• Good written and verbal communication skills in English
• Customer centricity
• Strong Team Player
• Strong analytical skills

What we offer

• Competitive salary with annual salary reviews
• Opportunity to use foreign languages and the newest technologies on a daily basis
• Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)
• Sport's card (Multisport)
• Private medical care for you and your family