Helpdesk Specialist

IMPORTANT: 100% onsite work (office is located near Katowice Airport) Responsibilities End User Support : - Management escalation of calls - Handling incidents, requests, problems - Track running service calls and cases - Incident detection and recording - Investigation and diagnosis - Incident closure - Resolution and recovery - Communications tasks Partners Related : - Organizing repairs/fixes with suppliers, providers - Purchases related administrative tasks (coordination of vendors) - Administrative communication User Related : - Planned or not planned service outages - New functions - Asset management - Procurement, Ordering (Hardware, Mobile, License, parts, tools) - Maintenance of CMDB, Inventory handling (Hardware, Software, Mobile, EFB) - Monitoring of the stock - Recording new Configuration Items - Updating changed/modified Configuration Items - Deactivating/deleting of retired Configuration Items - Tracking equipment along the organization - Yearly asset checking - Onboarding of new employees (hardware availability, orientation IT training) - Organizing quarterly disposal - Coordination of service outages - Completing general user requests - Print out special materials - Uploading/downloading files to/from the system or internet - General assistance of users Technical Support: - Hardware related issues - OS, application related issues - Mobile related issues (iOS, Android) - Supporting EFB (Electronic Flight Bag) system - Supporting video conference calls (Polycom, Cisco TEAMS) - Projector allocation Standard Change Requests: - Computer installation and replacement - Phone and mobile phone installation and replacement - Standard software installations Desktop Side Projects: - Client OS upgrade - Office upgrade - Security – Endpoint protection - Videoconferencing - Mobile phone replacements Regular Functional Check and Monitoring Tasks: - Regular functional check of core systems (twice a day) - On-going monitoring of core network infrastructure - Physical movement of IT assets Site Preparation: - Completing site preparation – opening/moving/closure - Managing site visits with local partners Local Partners Tasks: - General workstation maintenance and troubleshooting - General printer maintenance and troubleshooting - Network troubleshooting - Physically installing workstations, printers - Workstation -, printer movements, replacing - Smart hand support - Warranty services (HP) - Annual inventory - Local deliveries Requirements - Experience in end user support and incident management - Ability to handle technical issues related to hardware, OS, applications, and mobile devices - Familiarity with asset management and procurement processes - Knowledge of CMDB maintenance and inventory handling - Strong communication and administrative skills - Ability to coordinate with suppliers, providers, and local partners - Experience in supporting video conference systems and EFB systems - Ability to manage and execute standard change requests and desktop side projects - Proficiency in monitoring and maintaining core systems and network infrastructure - Capability to manage site preparation and local partner tasks Offer - 100% onsite work (office near Katowice Airport) - Monday-Friday in a shift pattern to cover a 5:00 AM – 8:00 PM supporting window. Additionally, there will be stand-by duties for out-of-support hours - B2B contract via Experis - MultiSport Plus - Group insurance - Medicover Premium - E-learning platform

Location: Pyrzowice, PL

Posted Date: 2/27/2025