IT Service Desk Supporter Infrastructure and Operations
You will be part of a team that supports Hempel IT users mainly in Europe from our Gdansk based IT Service Desk. IT Service Management in Hempel is based on ITIL processes and the IT service Desk supporter job matches the Service Desk agent role in ITIL. You will be based in Gdansk, Poland . Hempel IT is a dynamic globally oriented organisation serving 2500 users in 140 locations globally. The IT setup is founded on a global infrastructure covering all users and a series of mainly global and a few local applications. You will be in the hub of supporting this infrastructure. IT in Hempel is supported using partners and subcontractors. Hence the ability to communicate clearly and focus on getting things done is vital.
Your main tasks
As part of the IT Service Desk team you will be co responsible for:
•Monitoring and handling incoming Incidents via phone or service management system.
•Understanding the real issue trough clear communicating – verbally and in writing
•Solving incidents in all IT areas especially PC and network issues
•Documenting solutions and work-around to incidents
•Escalating incidents to partners and IT colleagues
•Working closely with local on-site contractors
•Continued service improvement activities concerning IT services in general
•Information about planned changes or upgrades of our IT services
•Coordination with IT colleagues located in 20+ countries around the globe.
•Coordination with Hempel IT suppliers and partners
The service desk opening hours is extended European business hours and may be extended later to 24x7. Hence you must be prepared to work outside standard business hours. Limited travelling might be required in relation to IT reviews and larger support tasks.
Your personal and professional competencies
You hold an IT technical education and experience in IT support having a broad knowledge regarding PC’s, network and IT infrastructure in general, primarily on the core Microsoft platform
Your personal skills include the ability and commitment to:
•Clearly communicate technical matters with non-technical users
•Focus your attention to details.
•Always focus on helping the user – without compromising IT policies or security.
•Identify trends and in incidents to eliminate issues permanently
•Working as a team and stand up for and assist your colleagues when needed.
•Making things happen and getting things done – even though it is not clearly “your problem”
•Fluent in English – verbal as well as writing. Other European languages skills is an advantage
You are offered
•A challenging job with a unique possibility of personal and professional development
•An informal, yet professional international business environment with professional colleagues
If you meet above requirements and are looking for a rewarding and exciting role, then you should get in touch with us right away. Please forward your application letter with CV in English, marked “IT Service Desk Supporter”, to email@example.com no later than 31st May 2011. For further information about the position please contact our HR department at +48 61 894 8413.
The Hempel Group is a leader in the production and sales of protective coatings within the marine, container, yacht, decorative and protective market segments. Hempel has 20 factories, 49 sales offices, 8 research and development centres, and more than 150 stock points strategically located around the world.