IT Service Desk Specialist

Skills

About the Role

You will join the Warsaw based UKIME team as a 1st Line Specialist within the Service Desk team, supporting internal customers in their daily duties so they can use the required IT software and hardware seamlessly. You'll explain and resolve technical topics to end-users in a clear, simple, non-IT way, and you'll work shifts scheduled between 8:00 and 24:15.

Requirements

• Spoken and written English C1
• Knowledge of the ITIL approach
• Proven experience in an IS/IT technical client-facing role, ideally in a professional services environment
• Experience using a ticketing system
• Experience working with applications used by legal firms (time capture, document comparison, legal information systems) is a benefit
• Knowledge of PC hardware set-up and configuration (including printers and wireless devices)
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 11 and MS Office suite
• Problem diagnosis and analytical skills
• Ability to document IT processes and procedures
• Able to communicate in non-technical terms with users
• Able to exercise tact and diplomacy in an organizational setting
• Able to work, make decisions and remain calm while under pressure
• A strong focus on accuracy and quality
• Understands the need for documentation and well-defined procedures

Responsibilities

• Provide first line technical support, answering user queries relating to hardware and software problems, via phone or email
• Follow through to resolution within agreed SLAs
• Provide excellent customer service and ensure users can continue to work
• Give customers confidence that their issue is understood and dealt with promptly
• Keep users informed of progress, driving issues through to resolution, offering workarounds where applicable
• Analyse user problems and inquiries
• Log all IT incidents and Service Requests onto the ticketing system, and escalate issues to second and third line support in a timely manner
• Work as part of a team with a positive can-do attitude
• Continuously improve the services offered by the IT team
• Be aware of the technologies, ITIL and ISO processes and procedures in use within the department
• Adhere to local and regional IT operational standards
• Adhere to duties as assigned to fully meet the requirements of the position