Service Desk Analyst Ref. No: 8291

Our Client is a fast-growing company from medical sector, which support an international companies  mostly from USA and Ireland. Due to intensive development we are looking for an independent specialists, who will be responsible for building new contact centre in Cracow.

Region: Kraków, małopolskie

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Requirements:

• Excellent written and verbal English (C1 level)
• Excellent communication-  and presentation skills
• Demonstrating the highest standard of quality and professionalism in day-to-day activities and interactions
• Strong knowledge of call centre process, systems, and measurements
• Strong organizational-  and time management skills, ability to meet deadlines and working independently
• Ability to analysis problems, detect root causes and resolve issues
• Ability to work in a time-critical environment
• Ability to be flexible and quickly adapt to changing business needs and processes
• Ability to work in flexible hours if necessary (US clients)
• Strong analytical and technical skills
• Knowledge of Contact Services industry and Best Practice methodologies

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Responsibilities & tasks:

Basic End-User Administration

• Thin, Thick, and Laptop computer staging in alignment with company campaign requirements
• Active Directory Administration
• Remote Worker and Cloud Service account administration
• Telephone station configuration and setup

Triage and/or troubleshooting of End-User requests

• Engagement of End-Users in a timely manner as support requests arrive
• Problem Clarification and identification of required steps to resolution
• Reference appropriate knowledgebase and team experience for known issues
• Identify and engage mentor on complex or unfamiliar issues
• Ticket management and documentation

Inventory and Asset Management

• Complete shipping and receiving tasks as defined by Information Services policies and procedures when needed
• Obtain and log all required equipment identification fields into asset register
• Routinely audit and report stored equipment to Enterprise Support Manager
• Routinely audit and ensure appropriate employee / department allocation of registered assets

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We offer:

• Remote work
• Cafeteria package
• Professional training system
• Private medical health care
• Participation in building new company’ branch

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