The Service Desk Agent is responsible for managing the first level of support at the IT Service Desk. They ensure that first-level support activities follow agreed procedures and that tickets are identified, registered, and categorised into incidents and service requests. The Service Desk Analyst gathers information to enable incident resolution, promptly applies corrective actions, delivers standard services (request fulfilment), and forwards the incident process to subsequent responsibilities.
Tasks:
- Responding to first-level support requests via multiple sources such as phone and email.
- Capturing call data into the incident management tool
- Communication with IT Users in a courteous and professional manner
- Diagnoses client problems relying on checklists and training
- Identification of recurring problems and notification of team members
- Assisting in the resolution of application, hardware, and software problems
- Communicates service procedures to IT Users
- Escalate when necessary to line management
- Track incident status and inform users regarding status
- At least 1-2 years of experience in a similar position (IT industry) or in customer service or call centre
- Basic knowledge of hardware, software, and platforms
- Fluent in Swedish and English
- Effective interpersonal skills to interact with team members, management, and stakeholders
- Knowledge of the methods of service management (ITIL) is a plus
- Open for work in the hybrid mode (min. once per month work at the office in Warsaw)
Παροχές:
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