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IT Service Desk Support

  • Salary: Up to £45000.00 per annum
  • Location: Kraków
  • Job type: Permanent
  • Sector: Information Technology
  • Job reference: BBBH378535_1529308833

Job description

IT Service Desk Support
Responsibilities

  • Accept & registers Service Calls
  • Classify Service Calls according to the specified options
  • Execute 1 st attempt to solve the Service Call
  • Refer Service Call to the appropriate Resolution Owner Support Group
  • Tracks the progress of a owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
  • Basic network and security skills, mainly in AWS
  • Basic middleware software skills (basic to execute procedures and run-books)
  • Identify, escalate (e.g., Level 2 and Level 3 escalation), manage Incident Resolution, problems, changes, releases, events, CMDB requests and service requests and close requests including those escalated to Third Parties
  • Have hands on experience on ServiceNow
  • Provide appropriately trained Service Desk staff for Level 1 remote support in English & Spanish mainly, where applicable to meet bank's requirements
  • Coordinate the Root Cause Analysis process on recurring and Severity 1, Severity 2 Incidents and Severity 3 incidents and recurrent incidents (Problem management)
  • Provide documentation to Service Desk on business functions and features for all supported applications and environments
  • Escalate to the appropriate management level when thresholds are violated.
  • Close Service Call
  • Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
  • Report about Service Calls
  • Communicate response times for dispatched tickets to the customers
  • Manage the entire service request process ensuring adherence to SLA
  • Execute service requests such as setting up NT/Outlook accounts as per the SLA
  • Process and send IT reports

Skills

  • Customer-focused
  • Thorough knowledge of troubleshooting remote access issues
  • Excellent communication skills, (active listening skills)
  • Able to articulate and speak with clear voice
  • Diplomatic and must have interpersonal skills
  • Able to understand the business's objectives
  • Able to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
  • Must have empathy with end users
  • Team player
  • Professional code of conduct
  • Must have a good understanding of the organization
  • Must have a good understanding of business units within AMD
  • Must have basic technical knowledge of all technology used for the business processes.
  • Able to deal with stress
  • Good writing techniques (Spanish, English)
  • Good phone techniques (Spanish, English)

Tech Skills

  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Salary range according to market standards.

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