Service Desk Agent

CRH is a leading global diversified building materials group. Today the Group is operating in 32 countries across North America, Europe, and Asia. Its 3,900 operating locations employ 89,000 people worldwide.

CRH came to the Ukrainian market in 1999 after the acquisition of PJSC Podilsky Cement (Kamyanets-Podilsky), where a new dry line of cement production was put into operation in 2011. Also, in 2011 the group acquired the majority interest of Cement LLC (Odessa). Since September 2013, when the Group was joined by PrJSC Mykolaivcement (Mykolaiv, Lviv region), CRH has been the leader on the Ukrainian cement market.

Please learn more at https://www.crh.com

Position Summary

Service Desk Agent at Podilsky Cement is the first point of contact for CRH Ukraine OpCo users as well as English speaking countries and CRH Moscow Office users who call CRH IT Service Desk and is part of the Global Service Desk team working closely with internal and external support teams in an international context.

While providing the highest level of customer service, Service Desk Agent answers incoming calls, tracks all information in a Service Management system, uses the knowledge base along with their expertise to resolve Service Requests and level 1 Incidents as quickly as possible to guarantee a satisfied customer.

Service Desk Agent escalates unresolved problem/incidents/requests to the proper level 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide desktop support remotely.

Key Responsibilities:

• Dealing with hardware and application support queries and issues reported to the Service desk
• Taking ownership and responsibility of any issues from start through to a successful resolution
• Escalating issues and involving experts wherever required in order to resolve issues as quickly as possible
• Following standard Service Desk operating procedures; accurately logging all Service Desk tickets
• Dealing with queries by following CRH IT Knowledge Articles and procedures
• Working with Field Services, 2nd level or 3rd level resolution groups to ensure tasks and incidents are resolved as soon as possible and informing the customer on actions taken
• Developing technical knowledge of each system within the agreed services scope, informing the Knowledge Manager in case missing knowledge in the Knowledge base
• Maintaining and consistently demonstrating a general understanding of CRH and its employees to properly prioritize the incoming workload
• Collaborate with internal and external support teams located in various European countries via conference calls when needed

Skills & Qualifications:

• Results oriented with the ability to plan and deliver targets and meet customer expectations
• Able to analyze and apply expertise and technology
• Good teamwork and communication skills
• Fluent English, Ukrainian and Russian - verbal and written
• Ability of relocation within Ukraine

Education & Background

• Higher education in the relevant field
• At least 2 years relevant job experience (preferable)

Full-time Job