Service Desk Analyst with Polish

Location: remote from anywhere in Poland with a possibility of working from the office in Gdansk

At Cognizant, we are dedicated to helping the worlds leading companies build stronger businesses - helping them go from doing digital to being digital.

In Poland, our offices are located in Gdańsk, Wroclaw, and Kraków. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals, and a range of benefits. Be Cognizant!

Looking for Service Desk Agent willing to expand IT knowledge in multinational corporate environment.

_{User Communication}

• _{Single point of contact for users for all IT related issues – Management of communication via any inbound communication channel}
• _{Contact users via the defined outbound channels to resolve tickets or to gather information}
• _{Act as translation instance for contacts between English speaking supporters and end users without English language skills}

_{Ticket Handling}

• _{Reception, acceptance, documentation of requests and incidents – transferring them into tickets}
• _{Categorization and prioritization of tickets based on defined rules} 
• _{Translate any ticket information from local language into English and vice versa}

_{Incident- / Request resolution}

• _{Resolution of incidents by implementation of validated solutions and workarounds documented in the KMDB}
• _{Fulfilment of requests as defined in the Runbook and documented in the KMDB (e.g. password resets and account unlocks for defined services and application)}

_{Knowledge Management}

• _{Support knowledge management by providing feedback for creation or maintenance of KMDB articles}

• Experience in L1 service desk support with network, Microsoft office and other IT related issues
• Troubleshooting skills
• Basic knowledge of Service Desk Metrics
• Customer service background is nice to have
• Strong IT knowledge and willingness to learn
• Native Polish and fluent English

• Competitive salary with cafeteria benefits and bonuses
• Opportunity to be part of a rapidly expanding global organization
• Pleasant and inspiring working atmosphere
• Professional development and clear career path
• Training & development opportunities
• Private healthcare and additional life insurance
• Employee volunteering programs and opportunities
• Inclusion and diversity in practice
• Employee referral program in place