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L1 Service Desk Agent

Remote:

Full Remote

Experience:

Entry-level / graduate

Work from:

Poland

Offer summary

Qualifications:

Basic technical knowledge of computer hardware, software, and applications, Customer service skills and ability to troubleshoot IT issues.

Key responsabilities:

Providing end user support via phone or portal
Resolving incidents according to script guidelines and escalating complex issues

NATEK Information Technology & Services SME https://natek.eu/

501 - 1000 Employees

See more NATEK offers

Job description

Job Description

Join NATEK and become part of newly created Support Center! The objective of the End User Service Desk Services is to be the End Users’ SPOC (Single Point of Contact) for all IT related incident, request or inquiries in scope. The final goal is to achieve high End User satisfaction.

Location: 2x weekly on-site in Łódź, 3x home office

Languages: Polish and English required

Your Responsibilities

The information and the support of the end User on a large variety of demands, based on the knowledge portal.
The resolution of incidents based on resolution scripts, guiding the agent

The types of calls to be handled on Level 1 support, are grouped below:

Hardware infrastructure Incidents (customeruser devices and peripherals)
Workplace related incidents or information.
Collaboration Application related Incidents or information
Enhanced Security related incidents or information
Connectivity related incidents or information

Our Requirements

Basic technical knowledge of computer hardware, software, operating systems, and common applications is essential. This includes familiarity with Microsoft Office Suite, web browsers, and email clients
Customer Service Skills: Strong customer service orientation is crucial as L1 Service Desk Agents interact directly with end-users. They should be patient, empathetic, and able to communicate technical information in a clear and user-friendly manner.
L1 agents need to be effective problem solvers, capable of diagnosing and troubleshooting basic IT issues. They should be able to follow standard resolution procedures and escalate more complex problems to higher-level support teams when necessary.
The ability to prioritize and manage time efficiently is vital to ensure prompt and effective issue resolution.
Familiarity with IT Service Management (ITSM) tools and ticketing systems is valuable (4me)
Excellent verbal and written communication skills (English and Polish)
A positive and can-do attitude goes a long way in providing excellent customer service and maintaining a positive work environment.

Benefits

Internal Mobility Program – enjoy many opportunities for career growth, job rotations, diversity of projects & technologies
Referral Program – enjoy cooperation with your colleagues and get a bonus!
5/10 Years NATEK Club – we offer long-term cooperation and celebrate each fifth-year cooperation anniversary with gifts
NATEK CSR Events & team buildings – enjoy our values: accountability, partnership and expertise and #workITwithus
Cafeteria
Medical Healthcare
Multisport Club Card
Technical and Personal training
Language courses

Additionally only for CoW: