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As Service Desk Analyst you have direct contact with our customers. It’s a very important role as you are the face of the Service Desk and Lumen. The Service Desks we have here in Poznan are single point of contact 24x7 365 days a year. During your day you will interact with our customer via email and phone primarily. If possible, we are trying to troubleshoot / fix the issues direct on the first contact. Our knowledge bases as well as procedures and processes are helping you to ask the right questions and find help to troubleshoot the issue. Such so-called First-time fix has a great impact – it makes our customer again productive and we close this incident immediately. It’s not always possible to fix the issue right away. In such cases we are troubleshooting the issue as much as possible to collect enough information for our or of the customers 2nd & 3rd line teams to get involved and fix the issue. If you open the case, you keep ownership of it till its closed but no worries, it’s a team effort, a lot of situations require interactions with your direct team members here in Poznan or with our extended global support operations to find a solution.
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Aktualne oferty pracodawcyIT Operations Technical Support with Spanish, Królowej Jadwigi 43, Poznań