1st Line Analyst - IT Service Desk

We are currently recruiting for 1st Line Analyst - IT Service Desk Analyst to join the family at Bibby Financial Services Poland - Warsaw:

Purpose of the role:

Working as part of a multi-lingual IT Service Desk to deliver high class IT support and help to BFS staff. Specific responsibilities include Incident Management and Service Request Fulfilment

Key Responsibilities and Accountabilities:

• To provide High Class IT Support to internal BFS customers. Dealing with customers is a key part of the role. The candidate will work as part of a shift pattern delivering support to customers in a 24/7 coverage.
• To log, manage and resolve in a timely manner all Incidents following agreed standards and procedures

To log, manage and fulfil in a timely manner all Service Requests following agreed standards and procedures

• Escaltion of Incidents and Requests to 2nd and 3rd Line teams as required
• Regular and effective communication to End User on the status of their tickets
• Management of tickets raised with 3rd party vendors or resolver groups
• To correctly categorise tickets in the ITSM toolset
• To assist in the management of a knowledge base detailing resolutions for common issues and requests
• To maintain IT system documentation in line with ITIL v3 practices

Key Skills:

Must have experience in the following:

Excellent Customer Service skills with the desire to exceed customer expectations
Good knowledge of Windows 7 and MS Office 2003 up to and including 2010.
Good understanding of Windows Server 2008 and 2012
Good understanding of Microsoft Active Directory
Working knowledge of computer hardware
Excellent Telephone manner
To be able to work as part of a team
Experience in troubleshooting of network issues
Ability to work effectively under pressure
Desire to learn about IT technologies
ITIL v3 desirable

Languages:

Candidates must have excellent written and spoken English with one or more of the following languages:

Czech
Slovak

The language levels must be excellent and enable effective communication both written and spoken with BFS staff.

Qualifications (desired):

Microsoft Certified Technology Specialist or Microsoft Certified Solutions Associate certification in Windows Client.
Relevant computer industry accreditation (i.e. CompTIA A+ IT Essentials)

So…

Are you ready for your next ambitious challenge?

If so, we look forward to hearing from you!

http://www.lmcg2.com/pd/1214308862?rps=183&source=10&exportID=0