ServiceDesk Job – Direct Client – Poland Location
CLIENT NOTES:
The 30 positions that we would be filling first is English helpdesk in Gdansk, Poland. Don't bother about the JD too much. Make sure that the candidates that we are able to resource speak reasonably ok English. We are open to C2C, 1099, W2. Candidate needs to relocate to Poland for this role. We are okay with candidates local to Poland or relocating from any location. These are junior to mid level positions.
GENERAL INFORMATION:
§ Job title: Service Desk Analyst L1
§ Education preferred: BE / Diploma / Any Graduate
§ Experience level: 0.6 months – 5 years
§ Interviews: Telephonic and or skype
§ Location: Gdansk, Poland
§ Duration: Very Long-term
§ Visa: Open
§ Priority: Very High
§ Openings: 30 Active open positions
Key skills required: (in the order of priority)
§ Good Communication
§ Basic Knowledge on Hardware, Win OS, Networking
§ Troubleshooting Peripherals, Applications and Usage
JOB DESCRIPTION:
§ Previous Helpdesk (Voice Support) experience preferred.
§ Excellent telephone manner.
§ Experience of using call logging software.
§ Knowledge of Microsoft based operating systems with emphasis on Windows X
§ Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
§ Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
§ Basic understanding of PC hardware set-up and configuration.
§ MCP certification would be desirable. But not mandatory
§ Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups
§ Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
§ Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts
ROLES AND RESPONSIBILITIES:
§ To provide 1st line technical support; answering support queries via phone, email, Chat and Web
§ To maintain a high degree of customer service for all support queries and adhere to all service management principles.
§ To take ownership of user problems and be proactive when dealing with user issues.
§ Logging / verifying customer details
§ Identifying the issue and categorizing / prioritize the incident
§ Creating a ticket in CRM tool
§ Referring KB for workaround / resolution and attempting resolution
§ Strong interpersonal skills are a prerequisite.
§ Ability to work effectively in a dispersed team and individually.
§ Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
§ Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
§ Routing / Chasing of tickets with other PRG's
§ Recording trend of calls and identifying outages proactively
§ Callbacks for customer not reachable cases & customer request
§ Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
§ Creating child tickets and tagging them with problem ticket
§ Callback the user and confirm resolution (where ever applicable)
PREFERRED CERTIFICATIONS:
§ A+ Certification (Preferred)
§ MCP
§ MCSE Certification
Key criteria for evaluation required for hires
List top 4 qualities for evaluation in order of importance
Rank Criteria for Evaluation
1 Communication Skills
2 Flexi to locations and open to 24/7 shifts
3 Basic Knowledge on Hardware, Win OS, Networking
4 Troubleshooting Peripherals, Applications and Usage
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