Oferta pracy

Service Desk Agent with Macedonian


  • Wrocław

    Wrocław, Lower Silesia
  • offer expired over a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work

Your responsibilities

  • Receive, log, classify and prioritize incident and calls

  • Perform 1st line diagnosis and resolution wherever possible

  • Advise the customer how to request service, access, soft- or hardware

  • Contact the users in regards to their issues and requests

  • Gather all required information relevant for a proper ticket description

  • Route incident and RfS calls to appropriate resolver groups and progress to closure with users

  • Route calls to the Asset Agents where asset details are required to be updated

  • Escalate incident calls as necessary and according to procedure

  • Record accurate details of calls (user, asset, resolution, user satisfaction information)

  • Provide a single point of contact for all users of the service

  • Receive calls at the Service Desk and undertake dialogue with the user, ensuring standard Service Desk scripts are followed

  • Provide users with status reports on existing Incidents, ensuring the Incident record is updated accordingly

  • Identify new requests that are not Incidents and manage them appropriately

  • Record Service Requests within the Change Management tool and assign to the appropriate Resolver

  • Capture accurate descriptions of all new Incidents, classify them correctly and apply the appropriate Sense & Respond codes

  • Identify Incidents that require management through additional processes

  • Monitor auto-generated incidents from event/ alert monitoring, ensuring that they are correctly prioritised and action taken accordingly

  • Perform initial investigation and analysis on all new Incidents

  • Identify any resolved Incidents which are potential candidates for the Knowledge Base and ensure the Incident record is flagged accordingly

  • Pass unresolved Incident records to Resolver groups for further investigation and resolution

  • Contact Resolver groups to progress Incident, Problem and Change chases initiated by the user

  • Ensure Incident records are kept up to date throughout the life of the Incident, documenting additional information as it becomes available, progress updates, user chases and any other actions taken towards resolution

  • Review resolution details and take responsibility for closure of all Incidents

  • Receive successfully completed Service Requests and close the record accordingly

  • In the case of a repetitive Incident, or an Incident for which a resolution cannot be found, ensure a Problem record is raised and the Problem Management process initiated

  • Fulfilling work time obligations

  • Participation in obligatory training courses to which the employer will refer the employee

  • Processing of personal data only to the extent necessary for the proper performance of duties in the position

  • The employee is obliged to comply with the obligation to carry out other superiors' orders regarding work in accordance with the law and the type of work specified in the contract

Employer requirements

  • Professional Competencies:

  • Basic Service Knowledge

  • Good written and oral communication skills in English

  • Basic Computer User knowledge (e.g. Microsoft Office, PCs basic networking)

  • Business Awareness

  • Customer Relationship - able to establish quick working relationships/empathy with customers

  • Understanding of business continuity processes

  • Problem Solving - understands and resolves basic problems

  • Behavioral Competencies:

  • Communication - listening, ability to communicate clearly with customers, colleagues and managers

  • Team work and flexible approach

  • Analytical and logical thinking

  • Drive and determination

  • Completer/Finisher

  • Time Management

  • Ability to work under pressure

What employer offers

  • Workplace: 100% remote

  • MyBenefit cafeteria system

  • MultiSport Plus

  • Manpower Premium platform

  • PZU group insurance

  • Medicover Premium

  • e-learning platform

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities


Experis jest globalną firmą doradztwa personalnego, adresowaną do specjalistów i kadry zarządzającej w obszarze IT. Wykorzystując potencjał kandydatów zapewniamy im wszechstronny rozwój zawodowy, łącząc ich z wiodącymi na rynku pracodawcami. Każdą technologię można kupić, ale prawdziwą wartością w biznesie są ludzie. Pozwól nam pomóc w rozwoju Twojej zawodowej przyszłości.

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