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First Line Support Analyst


  • Katowice

    Katowice, Silesian
  • offer expired a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • remote recruitment

Technologies we use

Operating system

About the project

We require a First Line Support Analyst for a role within the IT Services and Support Team (ITSST) in the LKQ Europe IT Department in the ISC, Poland. The First Line Analyst role has responsibility for delivering the front-line IT support service, providing phone and digital response. The role requires a performance driven but supportive focus taking and logging calls from the customers of the IT Service - colleagues in the LKQ Europe group of companies and external partners, vendors and suppliers.

The First Line support analysts provide excellent response and support services to that very demanding customer base. As a sales focused organization, technology is vital in order to support the high volume operation and when a problem is encountered ITSST staff are expected to act swiftly and efficiently. The First Line Support Analyst is at the very forefront of Service Delivery – we want to deliver an excellent service to our customers.

Your responsibilities

  • Member of a team of first line analysts, answering a large volume of calls and requests on a daily basis.

  • Log own, maintain and resolve IT incidents and service requests using the “ServiceNow” application.

  • Providing guidance to users (customers) in how to use the self-service portal.

  • Logging incidents as appropriate with our 3rd party suppliers and vendors.

  • IT incidents that cannot be resolved by first line will be passed to second line with as much detail as possible.

  • Also liaise with third line “resolver groups” in the rest of the IT Dept and with our third party technical support and maintenance companies such as those supporting our main applications, our networks, telephony etc.

  • Capture resolution details so that they can be posted to the IT knowledge base to share amongst your colleagues.

  • Working closely with the rest of the IT department to continuously improve our systems and SLA’s.

  • Administration of all user related objects including but not limited to users, groups, workstations, distribution lists, email accounts etc.

  • Occasional other tasks may be required to ensure the smooth running of the department and its systems.

  • As part of a rota with the other IT Service Desk team members, work a shift pattern which will include occasional weekend working, Saturday or Sunday. Where a weekend is worked time off in the week is offered.

  • Support the Team Leader on key KPI’s and operational activities related to the Service Desk functions.

  • Ensure support documentation and standard operating procedure documents are current and of use.

  • Develop good business relationships with operational level stakeholders to ensure credibility and communication of the IT Service Desk services.

  • Ensure all your ServiceNow tickets are resolved efficiently and measured/recorded for trend analysis and training purposes.

  • Understand inter-dependencies with IT and 3rd Party Suppliers

  • Ensure a positive, helpful and at all times professional customer facing approach to working with business stakeholders at all levels.

Our requirements

  • Minimum of 1 years’ experience supporting, maintaining and troubleshooting IT systems including most of the following:

  • Windows 7/8/10

  • Office 365 basic administration

  • Cisco Call Manager

  • Active Directory

  • Kaseya Remote Desktop

  • ServiceNow Call Management

  • Experience in performing an IT Help Desk 1st line response position.

  • IT Dept background or IT industry experience.

  • Functional ability to utilize Microsoft Office suite of programs, e.g. Word, Excel, Outlook

  • Communicate freely in English

What we offer

  • Working in a top organization with numerous future opportunities where you can pursue your next challenge

  • Exceptional work experience

  • Work in international environment

  • Flexibility

  • Training to improve professional qualifications

  • Benefits package - medical care, cafeteria system

  • Convenient office location

  • Solid Foundations

  • Ambitious Projects

  • Individual approach and friendly atmosphere

  • Inspiring Leaders

  • Referral System