INCAT jesteśmy nowoczesną spółką, zapewniającą innowacyjne rozwiązania IT oraz szeroką gamę specjalistów w modelu outsourcingu usług. Stawiamy na nowoczesność dynamikę oraz trwałe, kompleksowo procesy biznesowe u naszych Klientów. Firmę tworzą doświadczeni specjaliści, charakteryzujemy się znajomością branży oraz środowiska biznesowego. Wspólnymi siłami dążymy do pozycji lidera w dostarczaniu wysokiej jakości i innowacyjnych rozwiązań. Współpraca z nami to tworzenie nowej jakości usług na rynku IT!

Service Desk Agent

Wrocław

Responsibilities:

Providing day to day support to our customers and assisting them with their requests to allow their continued usability of our business software in the model of 24/7/365
managing and prioritizing all cases in the queue by handling multiple customer requests based on their impact and urgency,
documenting activities on each case, so that our team and the customer have the pertinent information about the case until the completion of the issue,
monitoring and tracking all existing support cases to ensure timely resolution based on the agreed SLA (Service Level Agreement) timeframes,
escalating issues that impact the client and/or strategic initiatives,
working with development team on management of product releases and updates,
actively contributing to the knowledge repository through the creation of articles when unknown issues are resolved and keeping up to date existing articles,
identifying and proposing innovations to improve support for end users,
proactively reducing future support burden through identification of improvement opportunities including content of self-help solution,
fostering a work culture at all levels that is positive, collaborative, respectful, innovative, and capable of driving positive change.
Service Desk available during non-standard working hours and on weekends

Qualifications

experience working in Service desk area or any other support role (6 months at least),
proficient spoken and written Polish
proficient spoken and written English (B2 at least),
IT technical knowledge required including troubleshooting and problem-solving skills,
experience in software development life cycle with an ability to read and understand application logs would be beneficial,
solid time management skills with an attention to details,
customer oriented with positive, enthusiastic and “can do” attitude,
contribute actively to team’s activities by sharing knowledge, experience and ideas,
teamwork attitude with the ability to work independently and take own initiatives.
Willingness to work weekends and night hours (occasionally)
WELCOME: Student status

What you get by being part of the INCAT team:

Lack of corporate structures and a positive atmosphere at work
Promotion possibilities and professional self-development offered through our training budget program
Work in small teams under experienced leadership
Stable long-term employment
The necessary tools for an effective work environment
Support at every stage of your work
Flexible working hours
Possibility of partial remote work

Miejsce pracy: Wrocław / Remote
Salary: DOE - depends on experience
Form: UZ/ B2B

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Service Desk Agent

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