Łukasz Liszka

• IT Service Continuity Management (IT SCM) activities coordination in cooperation with Information Security requirements (maintenance of Business Continuity IT environment, Business Continuity Plans updating, Business Continuity tests coordination),
• creating a positive image of the IT Department as IT Business Partner,
• handling non-standard IT requests and queries (design and develop IT services and solutions to effectively support business objectives and strategies),
• handling escalations and oversee delivery of IT services, supporting role in Incident Management,
• trainings for IT Service Desk Agents as the element of Service Improvement Plan for IT SSC (Shared Service Centre),
• coordinating of IT projects (BC solution for telephony services, IT infrastructure refresh in conference rooms, design of printing supervision tools in Capgemini BPO Poland offices),
• consulting role in Model Delivery Office (MDC) project.

• identification and solving problems logged by users,
• supported equipment: desktops, laptops, LAN and USB printers and faxes, projectors, Video Conference Polycom, IP telephones (Alcatel, CISCO, Siemens),
• basic network diagnostic, preparing new connections, installing network hardware (switches, routers, converters),
• administration in AD domain containing about 2000 users,
• creating and updating technical IT documentation,
• contacting 3rd party IT/Telecom suppliers towards successful resolution of incidents and problems.

• providing high level remote and local support for over 2000 End Users in 3 localizations (systems based on MS Windows series) in multicultural business environment,
• responsible for 1st line investigation and analysis from service incidents: network, software and hardware problems; resolving or routing them to correct support teams; installing, configuring and maintaining computer hardware and software,
• handling telephone and e-mail requests from Capgemini Global employees under Global Service Desk,
• basic Active Directory administration,
• contacting 3rd party IT/Telecom suppliers towards successful resolution of incidents and problems,
• KPI reporting and ensuring high level of support service within agreed SLA,
• other reporting tasks (eg. monthly telephony reports),
• inventory management (laptops, mobiles, tokens),
• creating and updating technical documentation,
• developing new procedures and solutions improving Service Desk work,
• supporting role in managing 1st Line Team,
• trainings for New IT Department employees,
• creating a positive image of the IT Department while dealing with internal and external customers.

• Web Positioning of customers’ sites,
• Search Engine Optimization tasks, keywords analysis,
• web sites development and design, writing articles.

• HelpDesk,
• supervision over the local computer and telephone network,
• perform general maintenance on the systems' hardware and software,
• technical support for new department.

• provide excellent customer service,
• supervision over the local computer network,
• perform general maintenance on the systems' hardware and software.