Service Desk Technician

We are seeking a Help Desk/Service Desk Technician. The primary responsibility of this role is to provide exceptional customer service by promptly resolving end users' technical issues via phone, email, and the portal. The technician will log and dispatch tickets, route complex problems to specialized technical teams, and perform basic troubleshooting to fulfill end users' requests efficiently.
The goal is to make sure that customer value is maintained to the standards set forth by the company.
What is it all about:
• Provide first-level technical support and excellent customer service to end users through various communication channels (phone, email, portal).
• Log all incoming service requests, incidents, and problems accurately and efficiently.
• Dispatch tickets to appropriate technical teams, ensuring proper categorization and prioritization.
• Perform initial assessment and basic troubleshooting of end users' technical issues to resolve them within defined SLAs.
• Escalate complex or unresolved issues to the appropriate support groups, following established procedures.
• Continuously monitor ticket queues and follow up with end users to ensure timely resolution and customer satisfaction.
• Collaborate with other team members and technical experts to resolve service-related issues and improve processes.
• Document and update knowledge articles, known issues, and workarounds to enhance the knowledge base.
• Proactively identify opportunities for process improvement and propose solutions to optimize service delivery.

What we need from you:
• Minimum of 1 years of experience in Service Desk 24/7 or a related field
• fluent in Slovak and English language, German language is an advantage
• Hybrid work model
• Experience in logging and managing service requests, incidents, and problems using a ticketing system.
• Ability to prioritize and manage multiple tasks in a fast-paced environment, while meeting defined SLAs.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and a passion for resolving end users' technical issues.
• Basic knowledge of computer hardware, operating systems, and commonly used software applications.
• Ability to work independently and collaboratively within a team, fostering a positive and cooperative work environment.

What do we offer?
• An excellent combination of friendly working atmosphere and a stable background of one of the largest IT companies in the world.
• Support of your professional growth.
• Many opportunities for your development and education through various certified programs and through sharing of corporate knowledge.
• Employment contract for an indefinite period.
• Participation in the company’s profit (the so-called Profit Participation Plan).
• Company share program (the so-called Share purchase Plan) – the possibility of purchasing employee shares.
• 25 days of leave for regeneration for everyone.
• 3 sick-days for recovery.
• 30 days of fully paid sick leave.
• Meal allowance for each day of working.
• Benefit Plus Program for leisure activities in the field of sports, culture, travel, health or education.
• Company car and the possibility of parking depending on the level of seniority.
• Referral bonus for referring a new colleague.
• The possibility of obtaining an interest-free loan for an employee.
• Language training for employees.
• Multisport card for sports and wellness facilities and others.
• Vaccination against influenza and tick-borne encephalitis.
• Possibility of participation in various sports events – e.g. Do práce na bicykli/To work by bike, marathons, etc.
• Possibility of using the advisory services of experts (psychological and legal) for health, work or other serious life events (the so-called Member Assistance Program).