Amway, headquartered in the USA, is one of the world's leading direct sales companies. We operate in more than 50 countries around the world offering a variety of products: health, beauty, and home care. Our Shared Services Centre in Zabierzów - Amway Business Centre-Europe - is supporting 26 European countries in Finance, Customer Service, Marketing and IT. From graduates to fully qualified employees we are hiring the best professionals who join us to provide services globally.
Currently we are looking for a person for the position of:
Service Desk Generalist
Miejsce pracy: Kraków
Nr ref.: ServGen/01/2012
Purpose of the role:
- Be the SPOC (Single point of contact) for all IT related incidents (service restoration/service requests), and accountable for the delivery of results
- Work in a consultative manner with our IT departments to manage the fastest possible resolution
- Provide notifications about maintenances, outages and news to the business
- Act as interface between business and IT
- Ensure the reachability of the IT during business and on call hours
- Monitor availability/quality of business critical services
Principal Accountabilities, key activities
- Central point for incidents (service restoration/service request). Central system/process monitoring.
- All European incidents (service restoration; service request) which are reported by phone, email, SMS, FAX or by monitoring systems will be entered, categorized and prioritized in our Global Ticket system.
- 1st level support
- Provide 1st level support for end users with use of available tools.
- User management
- Create/change/delete user profiles/authorities and/or request user profiles/authorities at the right department.
- Forward incidents/problems to the 2nd/3rd level support teams.
- Incidents which cannot be fixed by skills/knowledge database or would take too much time to solve will be forwarded to our internal/external 2nd/3rd level support teams. Problems will be forwarded to the problem management.
- Monitoring of business critical services / escalation
- Existing incidents which may affect business critical services/processes will be monitored and escalated to the departments/management.
- Reporting
- Reports of incidents and ServiceDesk activities will be provided to the management on a monthly base.
- Technical documentation
- Changes, implementations, workarounds and solutions of solved incidents will be stored in our knowledge database and provided to all colleagues who would need it.
- Information
- Important information about incidents related to business critical services/processes will be forwarded to the affected departments/management/business units.
- On call services
- To support critical business services and IT activities on call service will be done during the night hours, public vacation and weekends alternately by all ServiceDesk-Europe Generalists and Specialists.
Key Qualifications required /Prerequisites
- 2 years of working experience in IT (ServiceDesk / HelpDesk) will be considered a substantial advantage
- Proficient in English - word and writing. Knowledge of German, Polish or Russian is an asset.
- Customer driven communication skills in word/writing
- Sound knowledge in EDP
- ITIL process knowledge
- Preferably ITIL V3 certified
- Microsoft products knowledge (Windows, Office, Active Directory)
- Ground knowledge of networking (LAN, WAN)
- At best Lotus Notes administration knowledge
- At best IP telephony knowledge
- At best Client Server knowledge
- Knowledge of BMC Remedy
- Excellent analytical skills
- Dealing with stress
What do we offer:
- The opportunity to work in a multicultural company
- Stable employment contract
- Attractive salary
- Benefit package
- Supportive international team environment
If you are interested in this job, please send your application (CV in English) with the reference number in the topic (ServGen/01/2012) to the following address: recruitment.krakow@amway.com
