Service Desk Engineer – German & English

Ogłoszenie archiwalne! Wygasło: Czwartek, 23 Lipiec, 2020  15:03
  • Kategoria: Dam pracę / Informatyka / Telekomunikacja
  • Forma pracy:Pełny etat
  • Umowa:Umowa o pracę
  • Pracodawca: HARMAN Connected Services Poland

Opis oferty pracy:

Service Desk Engineer – German & English

About HARMAN Poland

HARMAN established a presence in Poland in 2007 with a connected services branch in Lodz. After 11 years, the company moved to an A-class office. Here, top engineers work together to create innovative solutions that are used by automotive industry giants. As we continue to grow, we are always looking for enthusiastic people who are ready to develop their knowledge and improve their skills.

What You Will Do :

- Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queries
- Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)
- Communicate progress on Incidents and Service Requests in a timely manner back to the end user
- To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles
- Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
- Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user
- Handling major incidents by coordinating
- Basic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
- 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory) with multiple teams
An ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essential
- Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable
What You Need :

Demonstrated Experience on similar position

- Excellent communication skills (written and verbal – German and English) and telephone call handling etiquettes
- 1 to 2 years previous IT Service Desk experience required
Incident Management experience (Managing incidents including business expectations and communication)
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010
- Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation)
- Behavioral Attributes
- Strong communication skills, both verbal and written
- Work well in team environments and be self-motivated/self-starter
- Strong listening skills and ability to innovate and brainstorm around business ideas and needs
- A self-motivated achiever who gains satisfaction from providing excellent customer service
- Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results driven in 24*5 environment
- Able to derive results in an ambiguous setting and accomplish results in line with business needs


What We Offer:

- Work agreement (umowa o pracę)
- Training on the job and technical trainings
- Further development opportunity
- A great package of additional benefits such as:
- private healthcare,
- AVIVA Insurance
- game room,
- additional 1 day off in 2020 (24th December)

We also kindly request to include one or both of the following clauses on the processing of personal data in your application:

1."I hereby authorize HARMAN Connected Services Poland Sp. z. o. o to process my current personal data included in my job application for the needs of the recruitment process (in accordance with the Personnel Protection Act of 29.08.1997 no. 133 position 883)".

2.“I hereby give consent for my personal data included in my application to be processed for the purposes of the future recruitment process by Harman Connected Services Poland Sp. z o. o ( Ogrodowa 8 Street, 91-083 Lodz under the Personal Data Protection Act as of 29 August 1997, consolidated text: Journal of Laws 2016, item 922 as amended”.

Information Clause

In accordance with art. 13 of the General Regulation on the Protection of Personal Data of April 27, 2016 (Journal of Laws EU L 119 of 04.05.2016, hereinafter: GDPR) I inform that: 1) the administrator of your personal data is HARMAN Connected Services Poland Sp.z o.o. with headquarter in Ogrodowa Street 8, 91-062 Łódź, KRS No. 0000283968, 2) Your personal data as a candidate for work in HARMAN Connected Services Poland Sp.z o.o. will be processed in order to recruit candidates for HARMAN Connected Services Poland Sp.z o.o. - choosing people to be employed in vacant positions or internships – in accordance to art. 6 clause 1 lit. a) and b) GDPR and the Labor Code of June 26, 1974. 3) Your personal data will be stored for the recruitment period. 4) The Data Administrator does not plan to further process your personal data as job candidate for a purpose other than the purpose for which the personal data was collected, unless the job applicant agrees, then these data will be processed for future recruitment purposes for no longer than 2 years. Expressing consent is voluntary. 5) Providing data by the candidates in the recruitment process is necessary to achieve the purposes for which they were collected, and not providing data will result in the inability to consider the candidate's application submitted in the recruitment process. 6) The basis for the processing of personal data during recruitment for clerkship positions is Art. 6 clause 1 letter b) GDPR in connection with art. 22 [1] paragraph 1 of the Act of 26 June 1974 Labor Code The basis for data processing in further recruitment (not exceeding 1 year) is the consent of the candidate 7) The data will not be disclosed to external entities, except for cases supported for by law. 8) Data of job applicants will be stored for the period necessary to achieve the above-mentioned purposes, i.e. until the end of recruitment, and then after the end of recruitment regarding candidates who expressed their consent to the process of their data for the purposes of future recruitment for a period not exceeding 2 years, and then immediately removed. 9) You have the right to request from Data Administrators an access to the content of your data and the right to rectify and delete it, limit processing, to transfer the data, to raise objections, to withdraw your consent at any time; 10) You have the right to lodge a complaint with the supervisory body - the President of the Office for Personal Data Protection. For more information on exercising rights concerning the processing of personal data, please visit www.uodo.gov.pl. 11) Your personal data will not be processed in an automated manner and will not be profiled.

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