IT Service Desk Specialist (English and German Speaking)

Job Description
We are seeking a skilled and innovative Service Desk specialists proficient in both German and English to join the team of our client, a worldwide leader in digital technology, transformation, and IT services.

Our client is currently expanding their IT Support Team at the Gdansk office. The role involves a hybrid work mode from Monday to Friday on full-time basis, with no 24/7 on-calls involved.

Role & duties:

• Deliver remote first and second level support to end users within their workplace environment
• Serve as the initial point of contact for all hardware and software-related requests
• Record and manage user incidents received through various channels such as phone, email, and tickets
• Offer solutions or workarounds to end users
• Follow ITIL best practices in reporting problems
• Suggest modifications to IM&T services to minimize user impact
• Participate in testing, deployment, and stabilization activities
• Contribute to continuous improvement in all aspects of the role
• Proficient in providing support in both German and English
• Update and acknowledge tickets logged by requesters, and communicate progress towards resolution
• Provide fundamental end-user training or guidance on workplace services
• Ensure prompt response times and deliver satisfactory customer service to requesters
• Share support knowledge with peers and maintain associated documentation
• Escalate issues or outages as necessary
• Build and maintain positive working relationships, influencing others to achieve customer satisfaction

Requirements

• At least 3 years of experience in the relevant domain
• Fluency in both German and English
• Solid knowledge of Microsoft-based operating systems
• General understanding of IT infrastructure (LAN, WAN, Windows servers, Active Directory)
• Good knowledge of IT hardware (PCs, printers, scanners, smartphones, etc.)
• Basic knowledge of SAP systems (account, print)
• ITIL qualification would be a plus

Benefits

• Stable employment based on a contract of employment (Permanent)
• Great work atmosphere and partner relations with leaders
• Working in an international environment
• Benefits (including private medical care, Multisport)
• Training and development programs, access to various learning platforms