Hemmersbach is specialised in cross-border infrastructural services for the information technology (IT) industry. We have more than 2000employees in 34 subsidiaries and the network of Hemmersbach Authorised Partners (HAP).
With their help, in over 190 countries worldwide, we offer our services within the following five segments: Repair, End User support, Expert Provision, Release & Deployment, Data Center Maintenance.
For Hemmersbach Poland located in Bielany Wrocławskie and for our expanding, international Global Service Desk Team we are seeking the following:
Do you have helpdesk/service desk background and you like to pass knowledge to colleagues? Become internal trainer in Hemmersbach!
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Strong helpdesk/service desk background (preferably both L1 & L2),
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Strong presentation & communication skills,
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Ability to quickly process new information & extract the most important knowledge,
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Passion for sharing your technical knowledge with others...
...you are perfect candidate fot this position!
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Creating and maintaining Knowledge Base articles, end-user guides, preparation of training materials & training plans for new employees,
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Preparation of scripts & templates for SD Agents,
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Training & developing of new & existing Service Desk agents (both on soft & hard skills),
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Review the performance of service desk agents to identify necessary improvement activities,
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Active participation in all task & initiatives related to service level & quality advancement,
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Ensure that the service quality is continually improved in order to reach satisfying level of end user satisfaction,
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Cooperation with Service Desk Team Leader in order to manage agents knowledge level needed to provide service.
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Fluent English which allows for leading training (C1), preferably proven with certification,
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Previous experience with Level 1 and Level 2 Service Desk,
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Practical knowledge on solving IT incidents & users’ requests (among others: support of standard office applications & systems [i.e. Microsoft Office Suite, Outlook, Skype for Business, Antivirus, web browsers],
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OS Installation/Configuration [Windows & Mac OS], basic troubleshooting of PCs, laptops, printers, mobile phones),
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Strong organizational skills with ability to prioritize effectively,
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Excellent communication skills and ability to interact professionally with a diverse group of employees.
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ITIL knowledge (ITIL certificate is an asset),
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Fluent German.
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Participation in establishment of the new team to support incoming projects,
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Ability to create work flows, procedures and the real impact on the new project,
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Possibility to use your technical knowledge as base, develop your soft skills and become a trainer,
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Taking part in the transition of the new project,
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Stable work in international, flexible and opened company;
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Permanent support in daily tasks;
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Interesting international projects and cooperation with management board,
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Welcoming and friendly work environment within young team,
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Multisport and medical care package.