Oferta pracy

Service Desk Analyst (with Swedish, German, Norwegian OR English)

Schenker Technology Center Warsaw Sp. z o.o.

  • offer expired over a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular), junior specialist (Junior)
  • full office work, home office work, hybrid work
  • Immediate employment
  • remote recruitment
  • запрошуємо працівників з України
  • Робота для іноземців
    без польської
ukrainian-friendly-overlay
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Schenker Technology Center Warsaw Sp. z o.o.

Żwirki i Wigury 16C

Włochy

Warszawa

Technologies we use

Expected

  • Service Now

  • Remedy

  • JIRA

Your responsibilities

  • Responding to first level support requests via multiple sources such as portal, phone or email

  • Diagnoses client problems relying mainly on checklists and training, via remote access to diagnose, resolve or forward to 2nd level

  • Identification of recurring problems and notification of team members

  • Assisting in the resolution of application, hardware and software problems following process or Knowledge Articles (KA’s)

  • Awareness of service level agreement targets and ensure that they are not breached

  • Communicates service procedures to IT Users

  • Monitoring of the Network and key applications

  • Escalate when necessary to line management

  • Track incident status and inform users regarding status

  • Get approval for incident resolution / request fulfilment from user

Our requirements

  • Fluent written and spoken Norwegian or Swedish or German or English (at least Upper-intermediate)

  • High level of IT literacy

  • ITSM tool usage experience i.e. Service Now, Remedy, JIRA etc. for Incident, Problem, Request & Change Management

  • Customer service mindset

  • Professional working proficiency in English

Optional

  • Proven experience in providing IT Support

  • ITIL knowledge

  • ITIL certified

  • 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

  • fruits

  • integration events

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • leisure zone

  • holiday funds

  • charity initiatives

  • extra leave

Responsible for first level support to follow agreed procedures following the ITIL framework, identifying, register and categorize incidents and service requests. The Service Desk Analyst acts as a single point for corresponding market of IT Users. The Service Desk Analyst gathers information to enable incident resolution, promptly applying corrective actions, deliver standard services (request fulfillment) and forwarding within the incident process to other Resolver groups.