Offer summary

Qualifications:

Fluent in French (C1) and Polish (B2), with English at B2 level., Minimum of 1 year experience in Service Desk or Tech support roles., Intermediate knowledge of Windows OS, MS Office, and mobile operating systems., Basic networking knowledge and experience in a busy ICT Service Desk environment..

Key responsabilities:

Deliver first line support via the Service Desk for incidents and service requests.

Update incidents with relevant information and manage trouble tickets to resolution.

Ensure Customer Service Level Agreements are met and respond to customer inquiries efficiently.

Document interactions on customer accounts and maintain confidentiality and data protection.

Job description

Infosys Poland Sp. z o.o. Oddział w Krakowie

We are looking for a candidate with:

Knowledge of French at C1 level and Polish at min. B2 level
Knowledge of English at B2 level
Min. 1 year' work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S
Basic networking knowledge

Your key activities:

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times

You can expect from us:

Performance bonus twice a year
Employee referral program bonus
Opportunity for professional growth through internal movement (horizontal or vertical) and internal trainings online/onsite
Access to training platform (self-learning), domain/soft/technical skills training
Possibility to use French language on a daily basis
Private medical care at Medicover (with possible extension to family members)
Reimbursement of Multisport card
Attractive group insurance
Access to well-being platform, free meetings with a psychologist included
Stable employment based on an employment contract
No trial period
IT equipment is provided by the Company
Bonuses from the Social Fund
Opportunity to participate in charity, sports and well-being events
Hybrid mode (2 work days from the office per week) or remote hiring

Recruitment stages:

CV check -> Call with the Recruiter -> Skills check (online test(s) and phone language verification - if required) -> Video meeting with Hiring Manager -> Final decision and feedback

Required profile