IT Analyst
Purpose of the job
Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
Route problems to internal I.M. support staff
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Administer and provide User Access and Exit controls
Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's
Principal Accountabilities
Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork
Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems
Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments
Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
Knowledge, skills & experience
Education – any formal background will be considered
Analytical and systematic problem solving skills required
The following will be considered an advantage:
o Help desk, customer service, and support experience with problem solving involving hardware, software, and networks
o Phone support experience
o Technical helpdesk or technical call center experience
Candidates without support experience can also apply
Technical & customer specific training will be provided
Hands-on work experience with the following for experienced candidates
Windows Operating systems
Clients: Windows8, Windows7, Windows XP
Servers: Windows 2008, Windows 2003, Windows 2000
Remote desktop connectivity applications (Bomgar, TeamViewer, LiveMeeting)
MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
Internet browsers (e.g. Explorer, Chrome, Firefox)
Anti-virus and firewall software
PC Hardware knowledge
o Desktop
o Laptop
o Peripheral devices (printers, scanners)
English – advanced.
German / Dutch / Danish / Spanish / Portuguese / French / Italian / Hungarian / Russian / Turkish / Romanian / Czech / Bulgarian / Polish – fluent.
We offer
Group life insurance
Private health care
MultiSport Card
Lunch & leisure vouchers
Fresh fruits once a week
Work place based in Krakow Business Park
Clear career path in a growing multinational organization