Support Analyst

PL-Gdynia
Requisition ID
2017-9709
Business Area
Global Shared Services
Category/Discipline
Information Technology/Software Development
Location Details
Gdynia, Poland
Position Type
Permanent employment
Close Date (dd/mm/yyyy)
31/10/2017

Local Unit & Position Description

 

Global Shared Services IT (GSS IT) is the DNV GL IT organization responsible for delivering a wide range of IT capabilities and capacities to business and corporate units and to end users worldwide. GSS IT with nearly 400 employees worldwide is the internal service provider for IT support globally in DNV GL and has a key role in system evaluation, development and integration.
 
Due to development in our office in Gdynia we are looking for Support Analyst.
 
Objectives:

  • Provide exceptional customer service;
  • Fix 60% of incidents at first contact (where possible);
  • Ensure adherence to SLAs;
  • Ensure that incidents are dealt with according to customer and priority needs;
  • Ensure all events are accurately logged;
  • Take ownership of registered cases, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution;
  • Follow processes to ensure that a high quality of service is provided to internal and external customers;
  • Desire to build relationships within the service desk team, the IT group and the wider organisation;
  • To understand the business and its objectives;
  • Give valuable information for other support lines.

Responsibilities:

  • Log all incoming calls to the service desk;
  • Ensure that information is accurately recorded in the service management tool;
  • Ensure that incidents are assigned to the correct resolver team;
  • Coordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users;
  • Work with virtual teams as required;
  • Undertake deskside support in your office and station visits as and when required;
  • Provide basic in-house training to end-users;
  • Utilise knowledge base system and contribute to the knowledge base;
  • Act as a single point of contact;
  • Take part in testing of new releases or contribute to virtual teams in project work;
  • Represent the service desk at team and department meetings when required;
  • Plan and prioritise work to ensure that deadlines and targets are met;
  • Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments.

Position Qualifications

Job Requirements:

  • Excellent customer service skills, including the ability to work with users of all skill levels;
  • Excellent telephone, oral and written communication skills;
  • Extremely detail oriented and ability to consistently follow team procedures and documentation;
  • Recent support center/technical support experience (at least two years full time) preferred;
  • Working knowledge of Windows 10 desktop;
  • Working knowledge of Windows Server basics (Active Directory, Network Sharing, Permissions, Management Console);
  • Working knowledge of Microsoft Office 365 suite (Outlook, Word, Excel, PowerPoint);
  • Ability to quickly learn several proprietary applications that are core to our business;
  • Service minded attitude that will create positive impact on end users;
  • Have proficiency in English and in Polish – spoken and written is a must.

DNV GL offers to the successful candidate:

  • A competitive salary and benefit package according to relevant experience and qualifications;
  • International experience;
  • The opportunity of long-term career perspectives in an international environment;
  • Training and development programs.

Company & Business Area Description

DNV GL is a global quality assurance and risk management company. Driven by our purpose of safeguarding life, property and the environment, we enable our customers to advance the safety and sustainability of their business.

We provide classification, technical assurance, software and independent expert advisory services to the maritime, oil & gas, power and renewables industries. We also provide certification, supply chain and data management services to customers across a wide range of industries.

 

Combining technical, digital and operational expertise, risk methodology and in-depth industry knowledge, we empower our customers’ decisions and actions with trust and confidence. We continuously invest in research and collaborative innovation to provide customers and society with operational and technological foresight.

With origins stretching back to 1864 and operations in more than 100 countries, our experts are dedicated to helping customers make the world safer, smarter and greener.

 

The Global Shared Services (GSS) organization within DNV GL provides high quality, cost effective services and processes within Human Resources, Finance and IT, based on requirements defined by the business areas and Group. GSS also develops central competence for distinct services, projects and development and will support policy, procedures and system implementation on a global, regional, and local level.

 

GSS is about bringing a team of true process experts together, going for professional service levels at industry standards, and offering centers of expertise for competence based advisory. We are driven by people’s competence and motivation to help and support the business areas. As a member of the GSS community you act in a professional, multi-cultural, competent and service oriented environment with good possibilities to enhance your personal competencies and expertise, and to build a strong network with colleagues around the world.

 

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