About this role
Job Description
L1 IT Service Desk Analyst with French, English and Polish
Location: Infosys Poland Sp. z o.o., Wrocław
Key Responsibilities
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times
Requirements
Knowledge of English and French and Polish at C1 level (essential for client communication purposes)
At least 1 year of work experience in Service Desk / Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support / Small Forms etc.
Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S
Basic networking knowledge
Rotation shift within: 6:30-18:30
You can expect from us
Employee referral program bonus
Opportunity for professional growth through internal movement (horizontal or vertical) and internal trainings online/onsite
Access to training platform (self-learning), domain/soft/technical skills training
Possibility to use French language on a daily basis
Private medical care at Medicover (with possible extension to family members)
Reimbursement of Multisport card
Attractive group insurance
Access to well-being platform, free meetings with a psychologist included
Stable employment based on an employment contract
No trial period
IT equipment is provided by the Company
Opportunity to participate in charity, sports and well-being events