Service Desk z niemieckim

The IT Service Desk Technician will be the first IT contact within the Europe Business Unit Branches and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users, and technology teams. The IT Service Desk Technician ensures all incidents and needs are documented in ServiceNow, analysed, resolved, and reported back within acceptable timeframes. This role will primarily base in Warsaw office and focus on remote support for end users and travel as needed.

Key Results / Accountabilities expected from role

• Actively monitor ServiceNow (ticketing system) and troubleshoot, resolve and/or escalate reported incidents within Service Level Agreements (SLA).
• Collaborate with other IT team members to escalate and resolve complex technical issues.
• Ensure that all communications (calls/chat/in person) are logged into ServiceNow.
• Promote the IT Connect Service Portal (ServiceNow) and provide guidance to end users on incidents and service request creation and portal use.
• Keep users informed about the status of their support requests.
• Help to maintain accurate and updated knowledgebase articles.
• Manage users and devices in Intune or Active Directory.
• Contact Suppliers/Vendors and check delivery/arrange support.
• Participate in team meetings and training sessions to stay updated on IT services, technologies, and best practices.
• Ensure that all procedures and documentation are maintained and updated when necessary.
• Assume field service responsibilities such as traveling to complete on-site tasks, ordering equipment is in cases of substitution or high workload.

Experience & Expertise

• About 1 year of experience with Service Desk support or an equivalent role.
• Ability to assess and prioritize issues while organizing daily responsibilities.
• Fluent verbal communication in Polish, English and German language.
• Excellent customer service skills and attention to details.
• Ability to work collaboratively in a team environment.
• Ticketing system, Windows 10, Microsoft Office 365, Active Directory experience preferred.
• Possession of driver's license is welcome.

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.