Service Desk Analyst with Italian
responsibilities :
- Assisting users over the telephone with their reported tickets
- Handling and documenting all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in ServiceNow ticketing tool
- Owning the ticket throughout its life cycle and ensuring that all relevant information is captured (as per Quality guidelines), following up the cases to ensure timely resolution
- Analyzing issues/requests and assigning to relevant functional teams
- Performing password reset and user account unlocking in business application as per agreed SLAs
- Effectively communicating with other team members , 2nd and 3rd Level technical teams, end-users to reach SLAs
- Performing special projects as per agreement with Project Leader/Project Manager
- Learning and implementing new technologies, tools, processes and policies
- Documenting new technical solutions in knowledge base, suggesting improvements to the existing ones
- Documenting and sharing best practices and with other colleagues
- Actively participating and sharing ideas in team meetings, individual feedback sessions
requirements-expected :
- Fluent English, Polish and Italian languages knowledge
- Good knowledge of Windows operating system, Microsoft Office, Microsoft
- Outlook and other standard softwares
- Analytical thinking, customer oriented
offered :
- Competitive salary with annual salary reviews
- Hybrid working model
- Opportunity to use foreign languages and the newest technologies on a daily basis
- Indefinite period employment contract after probation period
- 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
- Private life insurance
- Access to wide range of learning & development platforms
- Discounted theatre tickets
- Work in a multicultural environment
benefits :
- private medical care
- life insurance
- remote work opportunities
- saving & investment scheme
- employee referral program
- charity initiatives
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