2nd Line Service Desk Agents with Finnish or Swedish

Currently we are looking for our globally well-known client in Katowice and Kraków in Poland motivated candidates for the position of Service Desk Agent.



You are excellent in handling communication regarding escalated technical issues in Finnish and/or Swedish, and you have experience in delivering professional and prompt service to the customers. If that is you, then you might have a great opportunity to gain international experience in a global corporation and enjoy atmosphere of the Central Europe!



Your tasks will include:

- following KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the escalated incidents

- resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases

- tracking performance of individual projects within the delivery/SIPs

- taking spot decisions on extending shifts of the current team to meet fluctuation in call volumes

- participating & presenting Service Desk performance during client visit

- reviewing the weekly, monthly dashboards and publishing them to customer

- using the trend analysis to identify the areas of improvement

- initiating SIP's / CIP's / Lean / Six Sigma projects

- working with SQA team to comply on ISO standards



Contact with us if you have fluent Finnish and/or Swedish skills, you are self-driven, possess strong customer handling skills and previously handled escalated calls from users, have strong technical troubleshooting skills, experience in second line, ability to draft and document SOP's based on the current and new processes being followed.



Our Client offers:

- Interesting and stable job in international environment

- Intensive training package

- Opportunity of personal development in a multicultural environment

- Great working atmosphere



If you are interested don´t hesitate to submit your application and CV in English to paulina.skrzypczak@barona.pl or call +48 690 330 275.



For additional information you can send your request to the same address. Please be informed that we contact personally only chosen candidates.