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IT Service Desk Operator (m/f/d) - 1st Level Support

On-site
  • Warsaw, Mazowieckie, Poland
Information & Technology

Job description

Start date: 01/07/2024

End date: 30/06/2027

Location: Warsaw, On-site (99%)


Job Description:

Operation of a qualified IT hotline as first level support.


Tasks:

1. Provide information and guidance to users on IT services provided, hardware and software used, IT security.

2. Assist users in the operation of standard hardware and software as well as all components related to IT equipment.

3. Inform users of the current status of tickets

4. Handling incident reports from the following areas

  • supplied hardware and/or software
  • Desk side support managing tickets that were not possible to solve remotely.
  • Onsite Infrastructure Support during working hour in order to do synergy with the Onsite Infrastructure Support Team
  • Desktop printers, network printers and/or photocopiers
  • Stock Management
  • Asset Inventory
  • Device lifecycle management
  • VIP Support with specific SLAs and specific services needed (for example: For very important meetings/conferences, a permanent on-site service (stand by service) is necessary for the entire duration of the event (in-house as well as in Hotel/Conference Centers))
  • Email systems
  • Accounts and access rights
  • Intranet/Internet access
  • File storage (local, network drives)
  • Telephone system, fax machines, transmission equipment

5. Hotline Front Office Activities

  • Receiving incident reports and service requests
  • Entering data into the service desk system in use and creating a ticket
  • Qualification and diagnosis
  • Possible resolution or escalation
  • Documentation of handling
  • Ticket closure, quality assurance and documentation of solutions in the central knowledge base

6. Hotline back office activities

  • Creation of tickets or initiation of processes in the service desk system for the handling of incidents or service requests by the IT hotline or downstream service levels.
  • Obtaining missing information or documents to process requests (Incidents, Service Requests)
  • Coordinate the completion of individual tasks
  • Informing downstream support levels about IT incident reports
  • Quality assurance of completed tickets by downstream support levels
  • Contribute to the IT Knowledge Base
  • Assist with the publication of user information
  • Support the implementation of IT projects

Job requirements

Qualification requirements:

  • Completed vocational training in information technology
  • Or at least 2 years’ experience in 1st level support
  • Very good knowledge of written and spoken Polish and English.


Knowledge in the following areas

  • Configuration and Support (Windows 10)
  • Extensive product knowledge of a wide range of commercial hardware
  • Support for a wide range of commercially available smartphones and tablets (including iOS, Android)
  • Support for a wide range of user applications (M365 applications such as Outlook, Word, Excel, etc.)
  • Internet browser configuration and support (Google Chrome, Edge)
  • Configuration and support via remote maintenance software if needed
  • Operation of a ticket system (preferably help desk tools)

Experience requirements:

1. Work experience in first level support

2. Experience in troubleshooting, technically sound fault diagnosis and resolution at hardware and software level


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