​BILINGUAL GERMAN & ENGLISH SERVICE DESK ANALYST – POZNAN, POLAND

In behalf of our client, they are looking for a: 

BILINGUAL GERMAN & ENGLISH SERVICE DESK ANALYST – POZNAN, POLAND

Native level German & English fluency required
You MUST currently have official and current documentation to live & work in Poland. No sponsorship or assistance in gaining a work permit is being offered. No relocation assistance is provided.

REQUIRED:
EU Passport or
Karta Polaka + Polish VISA or
Karta Probytu + Letter of decision for access to labour market
PLEASE SUBMIT COPIES OF ABOVE WITH CV

PAY: 4000 zl/month gross salary

PLEASE SUBMIT CV in ENGLISH
 POSITION SUMMARY

• Provide Service Desk support to external customers and users
• Receive, document and track all incoming customer/user calls for immediate remedy and closure
• Utilize computer and database information to update incident status
• Serve as the single point of contact (SPOC) for incidents, including owning the call through closure

  KEY RESPONSIBILITIES

• Provide timely customer service support to contracted clients
• Use defined procedures for responding to customer calls
• Collect information from caller and document data elements in designated tool
• Maintain records of all calls from customers using designated Service Management tool
• Provide detailed documentation of all steps involved in resolving customer issues
• Escalate issues to the appropriate department and personnel
• Investigate, examine, troubleshoot and solve hardware and software issues quickly
• Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
• Provide support and instruction for client products
• Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
• Update knowledge base for all clients
• Unlock and reset passwords for user accounts
• Resolve issues for clients using designated remote access tool
• Ability to have flexible schedule to assist in responding to emergency support issues and situations
• Other duties as assigned

  BASIC RESPONSIBILITIES

• Arrive in time to be ready to begin work at start of scheduled shift
• Maintain clear and concise communication with both the client and supervisor
• Report any issues to immediate supervisor in a timely manner
• Keep calls to a minimum (if possible) to allow for timely closure and avoid delays
• Work entire shift without any unjustified interruptions
• Perform any extra duties that may arise requiring attention
• Must be flexible with schedule to work rotating shifts between 6am-10pm

Job Requirements:

REQUIRED SKILLS / EXPERIENCE / EDUCATION
MUST be fluent/bilingual in English + native level fluency in GERMAN

• Excellent written and oral English communication skills
• Native fluency in the designated language(s)
• Exceptional problem solving and organizational skills
• Excellent analytical and problem solving skills
• Excellent customer service orientation
• Ability to adjust and adapt to situations in a timely manner
• Motivated self-starter, proactive with initiative to work and learn

 
Required Education and Experience:
Higher education degree highly preferred and a minimum of 6 months previous service desk experience in a call center environment preferred and/or any equivalent combination of education and customer service experience.

Required Technical Skills:

• Proficient in Windows Operating Systems and MS Office Suite applications
• Computer keyboarding, multiple monitor and touchpad skills
• Solid understanding of various software and hardware

English, German