About this role
L1 IT Service Desk Officer with French and Polish Location: Infosys Poland Sp. z o.o. Oddział w Krakowie 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 Yo u can expect from us : Performance bonus twice a year 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 Bonuses from the Social Fund Opportunity to participate in charity, sports and well-being events Hybrid mode (2 work days from the office per week) or remote from Poland