Helpdesk Engineer (Italian speaking)
Location: Cracow (Poland)

Purpose of Role:

Helpdesk team is responsible for supporting a wide variety of customers from all EMEA affiliates. The Help Desk Engineer will cover IT related incidents from these customers, and is backed by specialist support groups that operate locally.

Job Mission:

To provide client specific hardware/software support to the Client?s IT users. Handle related problems encountered in order of priority and within the optimum time scale, in accordance with procedures and objectives
To assist the team leader in running day-to-day activities of the newly established Client?s Helpdesk.


Responsibilities:

To ensure 1st line support service to resolve problems encountered by Client?s IT users; this can mean inter alia:
Analysing support request sent by the customers personnel by calls, e-mail, web submit,
Examining all problems; evaluating complexity, impact and priority,
Giving required support efficiently and effectively and in accordance with priority, impact and objectives,
Escalating problems according to procedures; to the client?s helpdesk or to the Second level standby Engineer,
Log every support request in the ticketing system. Documenting in details the issues and troubleshooting steps taken,
Ensuring follow-up of all issues,
Taking decision regarding open tickets, giving feedback on cause of, and solution to, problem to user,
Managing and reporting resolved problem.

To participate as a team member to achieve established maintenance objectives, inter alia by:
Working in close collaboration with your colleagues to ensure that service delivery to the Client?s users is of the highest standard, giving support to colleagues,
Working in accordance with Customer quality standards, procedures and work instructions,
Reporting on progress, issues and problems to the supervisor; giving suggestions to optimise service offered and work processes,
Study and participate in activities to improve knowledge of project specific software, hardware and/or products.

Requirements:

- Fluent Italian, good English, an additional language would be an advantage
- Knowledge of email systems, Windows and Windows applications (Word, Excel, PowerPoint, Windows NT/2K/XP); Internet Explorer; Client specific?s technology, Global Ticketing system. Other expertise such as Networking, TCP/IP might be of value, MCSA or equivalent through experience is an advantage.


We offer:

Competitive salary and benefits package
Professional development opportunities
Career opportunities within international environment and global organization