Polen, GdanskPolen, Gdansk


Publicatie datum 25.03.2024

Service Desk Administrator with Dutch plus German language

Location and Work Mode: Hybrid working in Gdansk preferred. Rotational shifts 24 x 7 support.

Type of Employment: We offer full time Contract of Employment (UoP).

Role & Responsibilities:
  • To provide 1st line technical support, answering support queries via phone, email, Chat and Web in specific languages and English.
  • Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Analysts will support both calls and chats within their standard working hours and met required SLA of speed to answer and abandoned.
  • To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a min expectation.
  • Logging / verifying customer details as per the process followed for each customer.
  • Identifying the issue and categorizing / prioritize the incident
  • Creating a ticket in ITSM tool
  • Referring KB for workaround / resolution and attempting resolution
  • Strong interpersonal skills are a prerequisite.
  • Ability to work effectively in a dispersed team and individually.
  • Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
  • Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
  • Routing / Chasing of tickets with other PRG's
  • Recording trend of calls and identifying outages proactively
  • Callbacks for customer not reachable cases & customer request
  • Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
  • Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable)


  • 0-2 years experience in a Service Desk / IT Support in a global organization.
  • Fluent German & English.
  • Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competency
  • Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers.
  • Should agree to work in Shifts as per business requirement.
  • Should have good logical reasoning skills, Customer Service skills.
  • Should be a team player & work collaboratively with onsite and offshore team.

What we offer:
  • Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others - MyBenefit cafeteria
  • Premium insurance for medical services for employee and familiar member - Luxmed
  • Life & Disability Insurance for employees and family members- Generali
  • Profitable Voluntary Pension Fund
  • Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
  • Integration and cultural events for employees
  • Reward and recognition program for high performers
  • Employee Referral bonuses
  • Relocation assistance - Accommodation, travel and other expenses covered
  • Friendly and chill atmosphere and company culture

TIS Service Desk

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