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Application Support Consultant/Helpdesk

Warszawa, mazowieckie, Polska
16 dni temu

To ogłoszenie wygasło 13 dni temu

HRK is one of the biggest and most experienced Polish consulting organizations in the area of human resources management. We provide our clients with solutions needed at each stage of the employee life cycle in the organization – from recruitment and employer branding, through employee performance evaluation and development, payroll and human resources management to outplacement. We have been on the market since 2000 and we act by means of teams dedicated to manage particular market areas and sectors as well as regional branches.

 

For our Client, an international logistics company we are looking for:

Application Support Consultant/Helpdesk
 

In the support process, Application Support Consultant is the contact for our customers and for internal support regarding: incidents, problems, questions,  requests and serves a crucial role in cooperation between our company and customers (mainly first and second support line). Application Support Consultant has overall understanding of all our products, a basic knowledge about logistics (ERP) and communicates well with colleagues, knowing their role within the company.  

 

Role mission:

  • Provide professional customer service, care about customers trust and find for them best solutions
  • Continuously improve the knowledge of our products
  • Solve cases within the Service Level of Agreement
  • Good communication with colleagues within company
  • Have sufficient knowledge about systems and be able to understand and communicate well with the customers
  • Remain open minded, flexible and versatile

Responsibility and authority:

  • Process customers reported incidents, problems, questions, requests or enquiries
  • Securing usage of methodology, policies, support guidelines, tools and process used by our company
  • Use defined company tools
  • Log and close cases according to support guidelines
  • Secure Nilex as a knowledge bank by entering adequate information
  • Collect necessary and adequate data
  • dentify system and send to the responsible support department
  • Prioritize according to customer’s Service Level Agreement and business impact of the incident
  • Make sure that all cases are solved within Service Level Agreement
  • Notify and alert at any external or internal IT disturbance
  • Contribute with multi-tasking capabilities, including different kind of assignments
  • Maintaining customers support account
  • Day to day running of staffing in the different support lines
  • Use experience from previous problems and how they have been solved  
  • Verify solutions
  • Keep track of upcoming solutions and additions created for issues in the systems
  • Determine whether the reported incident is chargeable or warranty according to company’s guidelines.
  • Locate available resource with relevant role and experience for the problem

Basic skills:

  • Strong written and oral communication skills in native local language and English
  • Strong skill to understand complex problems
  • Troubleshooting
  • General understanding of logistics and logistic equipment
  • Service Agreements
  • Case management system
  • Basic operative system knowledge (AIX, Windows)
  • Basic interface knowledge
  • General knowledge in WMS and/or SattStore
  • Some insight in OS/DB
  • Customer Account Management
  • understanding of IT

 

We offer:
 
  • Attractive salary and benefits;
  • A friendly working atmosphere in a friendly, stimulating and international environment
  • Stable work in international structures, in a company with a very good position
  • Excellent skills and career development opportunities
  • Work with the latest solutions and technologies
  • Training abroad

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