Senior Associate- IT (Service Desk Engineer)

Reporting To: Service Delivery Manager GSC NSC
Katowice - Poland
Working Location: Bangalore - India

OVERALL OBJECTIVES:

Do you have experience in IT and want to develop your skills providing end user support for newly setup modern IT infrastructure

Are you eager to learn and assure high quality service for the end-users

We are looking for Service Desk Agent who will be first point of contact to support employees in all IT related queries.

The GSC - NSC IT Infrastructure team supports the Group Service Centers and National Service Centers within Eurofins.

This covers approx. 4,000 end-users and more than 60 sites across the world. We are both building the infrastructure as well as the support team which is needed to maintain the services within the GSN and NSC scope.

SPECIFIC ASSIGNMENTS:

As part of the GSC - NSC IT Service Desk team you will act as primary contact to support end users regarding:

• Workplace related queries and issues.
• M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows).
• Identity and Access Management queries.
• Infrastructure related problems for service provided by GSC NSC IT Teams.
• Applications related problems requiring triage to respective application support group.

Main activities, but not limited to, are:

• Register, classify, route, follow-up and resolve request according to internal processes.
• As 1st Level Support Provides technical support to end-users by identifying problems, researching and answering questions, troubleshooting problems or forward them to the 2nd level support
• Own the incoming requests and manages escalations.
• Support in creation operational documents/instructions for Service Desk team.
• Identify and document Workarounds.
• Support maintenance and accuracy of Knowledge articles available for end-users via service portal.
• Identify candidates for Service Catalogue items based on commonly requested items by end users.

REQUIRED SKILLS:

An ideal candidate should have:

• 2+ years of experience in Service Desk agent function.
• Basic understanding of Azure Cloud and M365.
• Excellent communication and interpersonal skills.
• Very good command of English written and spoken.
• Can do approach and capability to work in dynamically changing environment.

Below skills will be an advantage:

• Service Now knowledge.
• ITIL Foundation certificate.
• AWS Cloud knowledge.