Customer Support Service Desk Analyst
Miejsce pracy: Gdańsk
Nr ref.: JO-1704-351195BJENGD
Location: Gdańsk
Responsibilities:
- Respond to client issues received by telephone, voice mail, e-mail and via our customer portal
- Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines
- Manage and complete scheduled tasks on time
- Ensure effective client communications take place
- Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
- Advise the Team Lead of emerging issues
- Adherence to ITIL framework processes
- Share information across your team and department
- Contribute documentation to the shared knowledge base
Requirements:
- Experience of working in an IT infrastructure focused helpdesk role
- Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
- Basic technical awareness of IT server infrastructure
- Knowledge of a call management system and its function
- Excellent customer service skills
- Excellent demonstrable English written and verbal communication skills
- Able to communicate in groups with confidence and conviction
- Ability to multi-task and work well under pressure
- Knowledge of the ITIL framework and its function in IT is desirable