L1 IT Service Desk Analyst with French, English and Polish- Kraków

Role Summary

L1 IT Service Desk Analyst with French, English and Polish

Location: Infosys Poland Sp. z o.o. Oddział w Krakowie

Responsibilities

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.

• Update incidents with detailed and relevant information in a timely and effective manner;
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
• Escalate an incident or troubleshoot tickets according to the company escalation processes;
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times

Requirements

• Knowledge of English and French and Polish at C1 level (essential for client communication purposes)
• At least 1 year of work experience in Service Desk / Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support / Small Forms etc.
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite

Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)

Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.

• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S
• Basic networking knowledge
• Rotation shift within: 6:30-18:30

Benefits

You can expect from us

• Performance bonus twice a year
• Employee referral program bonus
• Opportunity for professional growth through internal movement (horizontal or vertical) and internal trainings online/onsite
• Access to training platform (self-learning), domain/soft/technical skills training
• Possibility to use French language on a daily basis
• Private medical care at Medicover (with possible extension to family members)
• Reimbursement of Multisport card
• Attractive group insurance
• Access to well-being platform, free meetings with a psychologist included
• Stable employment based on an employment contract
• No trial period
• IT equipment is provided by the Company
• Bonuses from the Social Fund
• Opportunity to participate in charity, sports and well-being events
• Hybrid mode (2 work days from the office per week) or remote from Poland