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IT Service Desk Analyst

Are you a driven individual with a passion for best in class customer service? Do you have a solid IT experience and fancy a new challenge? If the answer is yes, then look no further! We would like to hear from you!

Sharp is looking for an IT Service Desk Analyst to provide effective technical support and high levels of customer service to Sharp clients in our fast-paced environment where customer success is key.

The role will involve handling and resolving desktop/laptop/printer/application issues and basic network/server troubleshooting with administration.

You will be required to communicate effectively with the client and manage technical queries in line with Sharp’s standards and customer specific SLA’s

This position has a rotating 3 Shift and will be based in our Warsaw headquarters.

We are looking for:

IT Service Desk Analyst

place of work: Warsaw, Poleczki 33

Main Duties and Responsibilities:

  • Providing first/second level customer support for all IT Services and provide initial Incident diagnosis and where possible first level resolution (Incidents and Requests) according to SLA,
  • Through rotation and roster provides IT support including fixing desktop / laptop / mobile device hardware and software issues and faults and Service Requests (queries, installations, moves, adds and changes), 
  • Supporting Microsoft operating systems and applications,
  • Writing and updating technical knowledgebase documentation,
  • Suggesting continuous improvement ideas that can expand to the broader team.

 

Technical experience/key skills:

  • Proficient in written and verbal communication in the English language (min B2 level),
  • 1-2+ years’ experience in a technical support environment, call center, or help desk preferred,
  • 2 years’ experience in troubleshooting Microsoft based server & desktop operating systems issues,
  • Good knowledge and experience in troubleshooting of: Active Directory, Office365 Business, TCP/IP networking, firewalls, switches, Group Policy, Active Directory, DHCP, DNS,
  • Printers (errors, printer configurations, including reinstalling drivers and changing printer options within Windows),
  • Enterprise anti-virus suites (Webroot Secure Anywhere Business Endpoint Protection),
  • Back-up technologies (ie. Datto),
  • Knowledge of ITIL best practices,
  • Technical Certifications: ITIL foundation, SDI, CompTIA, A+, MSCE a plus

The candidate:

  • Excellent customer service (willing to go the extra mile)
  • Excellent communication skills (strong written and verbal communication skills)
  • Has interest in learning about current/new/future technologies to help the Company, customers, themselves, and their team,