Service Desk Specialist

Quick Facts

• Role: Service Desk Specialist (First-level IT Support)

• Coverage: Monday–Sunday with shifts between 6:00 and 22:00 (weekend shifts every couple of months)

• Compensation: Gross salary PLN 7,000

• Career growth: Internship opportunities in other IT teams after one year

Description

Provide first level support to end users for IT issues and standard requests through the appropriate channels such as phone, chat, and ITSM tools. Diagnose and help resolve hardware and software problems, while documenting, prioritizing, and registering incidents in line with incident management procedures. You will also work with other support groups to handle tasks requiring independent assessment and decision-making.

Responsibilities

• Support end users via phone, chat, and ITSM tools for IT-related incidents and requests

• Interact with other support groups to resolve incidents related to IT infrastructure and applications

• Register, prioritize, and document all incidents reported to the service desk using relevant tools following the incident management procedure

• Diagnose software and hardware issues to identify the right solution

• Participate in knowledge sharing to create and implement best practices

• Take responsibility for ongoing learning and keep skills updated within your area of responsibility

Requirements

• English communication skills (spoken and written) at B2 level

• 1 year of experience in a similar position or relevant education completed

• Can-do attitude and openness to challenges

• High customer focus and strong communication skills

• Knowledge of request and incident management aligned with ITIL (advantage)

Benefits

• Hybrid working model

• Development opportunities, including internships in other IT teams after one year

• Values-driven culture centered on collaboration, ownership, passion, and courage

• Diversity and inclusion focus