IT Support (regular)
Customer Support (advanced)
Service Desk (advanced)
HRO Digital is an international company providing recruitment support within #Fintech, #Finance and #Banking market in EMEA.
We connect the most innovative organizations with the best people in the market. We conduct systematic market research, which allows our Digital Teams to be a step ahead of the competition.
Currently we are looking for Service Desk Analyst with German to join one of the biggest banks in Cracow!
Service Desk Analyst is responsible for providing first line technical support to internal users with a focus on delivering excellent customer experience.
They respond to users’ calls, analyze issues and perform required troubleshooting as per procedures. Service Desk Analyst logs all incidents in the system along with the description and steps taken and when needed transfers the incidents to second / third line of support.
Service Desk Analyst handles also telecoms requests raised directly through internal non-voice channel and mails.
Key Accountabilities :
Provide technical support to internal users with a focus on delivering excellent customer experience.
Handle telecoms requests in a timely manner according to procedures,
Understand the customer’s issue and ensure that the necessary action is carried out to resolve it.
Resolve a high percentage of calls at first point of contact through the use of the knowledge base.
Raise incidents / tickets to escalate problems to second and third level support areas as appropriate.
Document incidents properly with accordance to quality standards.
Ensure that the ticket kickback / errors are maintained low.
Handle optimal number of calls / tickets based on volume.
Focus on identifying projects / opportunities for process improvement to eliminate calls.
Provide support to the Team and Team Leaders / Manager.
Requirements / skills :
Fluent German Language written and spoken,
Intermediate English language written and spoken,
Excellent interpersonal and communication skills,
Proactive and self-motivated attitude,
Experience in international and multicultural environment,
Quick learner with an ability to share knowledge,
Ability to work against challenging targets and thrive in a team environment with the willingness to adapt to a wide range of situations,
Great analytics thinking and problem solving skills,
Basic knowledge of networking, IT infrastructure and good knowledge of MS Office tools,
Bachelor’s degree in Computer Science / related technical field or equivalent experience would be an asset.
We offer :
Long-term job in one of the largest banking and financial services organization in the world
Competitive salary, UoP or B2B contrtact
100% remote work (Poland based) and flexible working hours
Contact with the best IT technologies available in the market
Interesting path of career and opportunity to learn new things
An environment where you will be given space to take ownership and accountability for your work
Private health care and multisport card
Friendly teams and people-focused attitude
Parking few minutes away from the office, relax room, game room, bicycle racks in the underground garage, showers dedicated to cyclists