Zapraszamy do wysłania życiorysu - skontaktujemy się w przypadku wznowienia projektu lub podobnej oferty.
The Key Responsibilites:
- Proactively assist in resolving tickets for other offices using the Service Management dashboard;
- Escalate issues to third-line support or external service providers when necessary, ensuring they are held accountable for meeting service level targets and providing regular updates on incident ticket status, and where applicable, to Incident Management;
- Encourage the resolution of incidents through collaboration with the Global IT Service Desk, offering assistance to colleagues without prompting and sharing knowledge by creating high-quality knowledge articles and clear resolution documentation within incident tickets;
- Ensure the timely resolution of incidents at the second level to meet predefined Service Level Targets;
- Maintain the accuracy of the Configuration Management Database's Desktop infrastructure components by following the agreed configuration management process;
- Adhere to the change management process to ensure changes to the Desktop infrastructure follow the agreed-upon process and do not result in unplanned outages;
- Obtain approval for participation in project activities;
- Identify, analyze, and propose resolutions for "Known Errors" related to the desktop as part of proactive problem management;
- Act as a project resource as needed to provide Desktop support and, when required, deliver solutions within agreed-upon timeframes;
- Ensure the performance, integrity, availability, and security of company's desktop systems are always maintained;
- Provide "ambassador support" for key company staff as part of standard processes;
- Organize Technology training workshops in a "Genius Bar" style to educate small groups of company staff on maximizing their use of company technology offerings;
- Represent the company at external events requiring technical support, which may include client presentations during bid processes, necessitating a professional demeanor;
- Conduct one-on-one welcome appointments at the desk to introduce new staff to company systems;
- Bachelor's degree in Computer Science;
- A minimum of 3 years of experience in IT infrastructure support, encompassing general desk-side support and custom solution support;
- Familiarity with IT processes, general controls, and project management;
- Extensive expertise in Microsoft Desktop Technologies, including proficiency with Desktop operating systems such as Windows 10;
- Knowledge of ITIL Foundation or relevant certifications;
- Proven track record of successfully delivering projects within established timelines, budget constraints, and client expectations;
- In-depth knowledge of Desktop/PC Hardware, with a focus on Lenovo Laptops and Desktops;
- Exceptional customer service, interpersonal, and presentation skills, with the ability to communicate technical issues effectively to both users and fellow IT professionals through verbal and written means;
- Proficiency in application deployment and configuration using SCCM/Intune;
- A proactive drive to enhance efficiency and challenge existing technical and process methodologies, while adhering to agreed-upon process governance;
- Commitment to ongoing skill development in both business and technology, adapting to evolving technology management and working practices;
- Robust analytical and problem-solving capabilities, demonstrating the ability to see incidents or problems through to resolution;
- Proficiency in both English and Polish languages
- Continuous enhancement of your skills and competencies.
- Engaging involvement in captivating global and local projects.
- A warm and welcoming work environment.
- A diverse array of perks inc. comprehensive private medical care. group life insurance coverage, benefits from our social fund, *Multisport card, an enticing candidate referral program.