Service Desk Analyst

SHIMI Sp. z o.o.

• Basic knowledge of Microsoft Operating Systems
• Experience with Microsoft Outlook and Microsoft Office Suite support
• Self-motivated with willingness to learn
• Good team player with ability to use own initiative
• Excellent written and verbal communication skills in English and Polish
• Outstanding customer service skills
• Demonstrated telephone etiquette skills

Nice to have:

• Dynamic and flexible "can-do" attitude
• ITSM support experience and ITIL familiarity
• VPN/Remote Access support experience
• Mobile device support experience
• Experience with networking environments including wireless
• PC/Technical support service desk experience
• Excellent time management skills

• Resolving technical problems and answering queries related to computer hardware, software, network, and telecommunications systems
• Diagnosing, identifying, and isolating problems based on user comments and complaints
• Researching and analyzing problems using expertise and historical database records
• Routing calls to specialists for complex cases
• Responding promptly with appropriate solutions
• Alerting management to recurring problems and patterns
• Logging calls using relevant tools while adhering to SLAs
• Providing remote support including VPN access
• Supporting mobile devices and encrypted USB memory sticks
• Profiling and supporting Restricted LAN Interconnect and Shared Working Environment accounts
• Writing, updating, and maintaining written processes and procedures
• Sending system alert and outage communications to users