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L 1 Service Desk Specialist with German

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE

Cybernetyki 10

Mokotów

Warszawa

Your responsibilities

  • Provide first level support to customer in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices).

  • Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.

  • Identify and solve software and hardware problems by giving step-by-step instructions.

  • Provide advanced support to customer’s PC using remote control tool.

  • Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.

  • Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life-cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution.

  • Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer).

  • Instruct users on usage of application systems.

  • Instruct users on ICT processes.

  • Translate end user communications to or from English in case necessary or required.

  • Learn and implement new technologies, tools, processes and policies.

  • Document new technical solutions in knowledge base, suggests improvements to the existing ones and facilitate knowledge transfer when needed.

  • Document and share best practices and lessons learnt with other colleagues.

  • Attend all training sessions as per the training plan.

  • Understand quality requirements and aspects of the account and work according to those regulations reaching outlined Key Performance Indicators.

  • Ensure high level of customer satisfaction.

  • Learn and adhere to TCS’ and customer’s policies and procedures.

Our requirements

  • Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers.

  • Should have the authorization for work & stay in Poland.

  • Should be proficient in German.

  • Should be willing to work in rotational shifts Monday - Saturday.

What we offer

  • Competitive salary.

  • Workplace stability.

  • Wide range of learning and development programs.

  • Indefinite period employment contract - Open Term with 3 month probation employment contract.

  • Benefits

  • private medical care

  • remote work opportunities

  • saving & investment scheme

  • employee referral program

  • charity initiatives

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE

At Tata Consultancy Services (TCS), a Global Top 3 information technology company and a growth and transformation partner for global businesses, we are deeply committed to our mission of empowering people & communities by connecting them to opportunities in the digital economy. TCS has over 500.000 employees represent 155 nationalities across 46 countries.

As a global purpose-led transformation company with unparalleled scale, a track record of pioneering innovation, and a huge and influential client base, we offer you a chance to drive change and improve the lives of millions of people around the world. At TCS Poland a world of new opportunities to seize waiting for you.

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The Role

Service Desk Specialist provides infrastructure and application support to the customers of Tata Consultancy Services. Service Desk team provides multilingual support during the support window as described in the agreements with the customers and as required for the smooth operations of the account.

Interested applicants are welcome to submit their CVs in English.