L1 IT Service Desk Analyst with German & Polish

We are looking for a candidate with:

• Knowledge of Polish/English/German at least B2 level - essential for client communication purposes
• At least 6 months' work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
• Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Basic networking knowledge and VPN troubleshooting
• Strong customer-oriented attitude

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
• 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
• Ensure customer/user confidentiality and data protection at all times

• 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
• Rotation shifts within: 6:30-18:30
• Remote work within Poland

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