Service desk analyst

Title : Service desk analyst Location: Gdansk, Poland Roles and Responsibilities: To provide 1st line technical support; answering support queries via phone, email, Chat and Web To maintain a high degree of customer service for all support queries and adhere to all service management principles. To take ownership of user problems and be proactive when dealing with user issues. Logging / verifying customer details Identifying the issue and categorizing / prioritize the incident Creating a ticket in ITSM tool Referring KB for workaround / resolution and attempting resolution Strong interpersonal skills are a prerequisite. Ability to work effectively in a dispersed team and individually. Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable) Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable) Routing / Chasing of tickets with other PRG's Recording trend of calls and identifying outages proactively Callbacks for customer not reachable cases & customer request Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation Creating child tickets and tagging them with problem ticket Our offer: Relocation package. Excellent career development opportunities, working in challenging projects and using some of the best technologies. An international and multicultural working environment, in a prestigious and growing company. Being part of a young, dynamic, and motivated team. Continuous and self-paced learning opportunities to enhance your professional and soft skills. Competitive compensation package, including performance and holiday bonuses. Strong flexible benefits package that you can tailor to your own needs. Premium insurance to medical services. Flexible work time. Friendly and chill atmosphere and company culture. TIS Service Desk