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Service Desk Analyst with German

HSBC Service Delivery (Polska) Sp. z o.o.About the company

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • Offer expired a month ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a

Kraków

Technologies we use

Expected

  • MS Office

About the project

Service Desk Analyst is responsible for providing first line technical support to internal users with a focus on delivering excellent customer experience. They respond to users’ calls, analyze issues and perform required troubleshooting as per procedures. Service Desk Analyst logs all incidents in the system along with the description and steps taken and when needed transfers the incidents to second/third line of support. Service Desk Analyst handles also tickets raised directly by users through internal non-voice channel.

Your responsibilities

  • Provide technical support to internal users with a focus on delivering excellent customer experience.

  • Handle telecoms requests in a timely manner according to procedures,

  • Understand the customer’s issue and ensure that the necessary action is carried out to resolve it.

  • Resolve a high percentage of calls at first point of contact through the use of the knowledge base.

  • Raise incidents/tickets to escalate problems to second and third level support areas as appropriate.

  • Document incidents properly with accordance to quality standards.

  • Ensure that the ticket kickback/errors are maintained low.

  • Handle optimal number of calls/tickets based on volume.

  • Focus on identifying projects/opportunities for process improvement to eliminate calls.

  • Provide support to the Team and Team Leaders/Manager.

Our requirements

  • Fluent German Language – written and spoken

  • Intermediate English language – written and spoken

  • Excellent interpersonal and communication skills

  • Proactive and self-motivated attitude,

  • Experience in international and multicultural environment

  • Quick learner with an ability to share knowledge

  • Ability to work against challenging targets and thrive in a team environment with the willingness to adapt to a wide range of situations

  • Great analytics thinking and problem solving skills

  • Basic knowledge of IT infrastructure and good knowledge of MS Office tools

Optional

  • Bachelor’s degree in Computer Science /related technical field or equivalent experience would be an asset

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages
1

Phone interview

2

Online assessment

3

Zoom interview

4

Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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