Service Desk Specialist-Polish SD

Detailed JD : Multilingual

Polish

4-6 Years of experience in IT Service Desk Operations Able to take ownership of team responsibilities when needed and making sure that the deadlines are met Keen and ready to learn new concepts and design solutions for the toughest of problems Can demonstrate ability to deliver excellent quality of work selflearn and work under pressure.

Good customer service skills

Good understanding of Service Desk operations

Excellent communication and interpersonal skills

Knowledge on Incident Service Request Management

Strong analytical skills

Past experience working in 24X7 support models

Quick learner selfmotivated highly organized dedicated and optimistic

Certification on ITIL v3 foundation will be an added value however not mandatory.

Work Experience :

Log all incidents and requests in the ITSM tool

Addresses and resolves basic Incidents and Service Requests

Engages other support teams or resources as when appropriate to resolve tickets

Use appropriate CTI classification for incidents and requests

Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates

Act as a single point of contact for the end users customers

Adhere to the documented policies and procedures

Maintain confidentiality with regards to client customer information adhere to the NDA guidelines

Hands on experience on ITSM tools like ServiceNow in an added advantage

Excellent technical knowledge on Windows 7Windows 10 Mac OS X printers Remote Access Management tools and Office applications

Ability to paraphrase and trouble shoot issues

Identify major incidents and invoke the major incident management process

Strict adherence to meeting all the agreed SLAs and KPIs

Identify new issues and contribute to Knowledge Base development