Responsible for managing the first level support in the IT Service Desk. Ensure that first level support activities follow agreed procedures that tickets are being identified, registered, and categorised into incidents and service requests. The Service Desk Analyst gathers information to enable incident resolution, promptly applying corrective actions, deliver standard services (request fulfilment) and forwarding within 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
- Awareness of service level agreement targets
- Communicates service procedures to IT Users
- Escalate when necessary to line management
- Track incident status and inform users regarding status
- Get approval for incident resolution / request fulfilment from user
- Resolution of complex incidents and incidents not only resolvable by SOP’s
- Knowledge sharing in a team
- Qualified IT specialist (apprenticeship)
- Basic knowledge of hardware, software, and platforms
- Fluent level of language English and Polish
- Customer Service mindset
- Basic ITIL knowledge
- Hybrid Mode of work
Benefits:
Professional Development
We’re strong believers in continual training and development for our people. After all, your success is our success.
Work-life Balance
Our vacation and leave policies reflect our belief in proper work-life balance.
Working Internationally
See the world with DB Schenker! If you’re searching for an international challenge, we offer plenty of opportunities.
Medical healthcare package
Private medical healthcare offers various packages for you and your family.
Sport Card
Sport card gives you free access or discounts to many sport objects.
Life insurance
Life insurance for you and your family members.
Holiday Bonus
If you take a two week continuous holiday, you can apply for the special bonus.
Pension Program (PPE)
PPE is a chance for a bigger retirement. Company pays 3,5% of your salary to into your individual PPE account.
Annual Bonus
Depending on company results we offer you annual bonus.
Language Courses
We offer you a possibility to improve your language skills.
At DB Schenker Technology Center, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.