Job description

L1 IT Service Desk Analyst with German & Polish
Infosys Poland Sp. z o.o. Oddział w Krakowie

Your key activities:

- 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
- Ensure customer/user confidentiality and data protection at all times

We are looking for a candidate with:

- Knowledge of Polish/English/German at least B2 level - essential for client communication purposes
- At least 6 months' 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 10,11), Browsers, MS Office suite
- Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
- Basic networking knowledge and VPN troubleshooting
- Strong customer-oriented attitude

You can expect from us:
- Performance bonus twice a year
- Employee referral program bonus
- Opportunity for professional growth through internal movement (horizontal or vertical), group internal trainings online and onsite
- Access to training platform (self-learning), domain/soft/technical skills training
- Possibility to use German language on a daily basis
- Private medical care at Medicover (with possible extension to family members)
- Reimbursement of Multisport card or points on MyBenefit platform
- Attractive group insurance
- Access to well-being platform, opportunity to take advantage of free meetings with a psychologist
- Stable employment based on an employment contract
- No trial period in the contract
- IT equipment is provided
- Additional social bonuses
- Opportunity to participate in charity, sports and well-being events
- Rotational shifts within: 6:30-18:30

Recruitment stages:
CV check -> Call with the Recruiter -> Skills check (online test(s) and phone language verification - if required) -> Video meeting with Hiring Manager -> Final decision and feedback