L1 Service Desk Technician

Quick Facts

• Role: First point of contact for customer incidents and service requests

• Focus: Remote diagnostics, troubleshooting, and SLA-based support

• Hours: Remote support within a team operating 05:30–23:30, Monday–Sunday

Description

You will manage the service desk queue, log and handle incidents and requests, and provide clear updates to customers via phone, email, or a portal. You’ll perform remote diagnostics, basic fixes, and system checks, maintain tickets in ITSM tools, and coordinate with third-party suppliers and internal teams to resolve issues within agreed SLAs. You’ll also support internal back-office systems (including mobile payment solutions), contribute to knowledge management, and improve support processes.

Responsibilities

• Monitor the Service Desk queue and manage incidents and service requests from multiple communication channels

• Own assigned incidents and ensure appropriate actions to meet agreed SLAs

• Keep customers and colleagues informed about case progress; request additional information when required

• Contact third-party suppliers and support teams to log incidents, get updates, and coordinate technical assistance

• Perform remote diagnostics, system checks, and basic fixes

• Troubleshoot, diagnose, resolve, or route technical issues to the appropriate team

• Update open tickets and maintain accurate information in ITSM tools

• Run proactive daily system checks and handle system administration tasks

• Support internal back-office systems, including mobile payment solutions

• Assist with customer and internal report generation, including managing users and passwords

• Create and maintain technical documentation for knowledge management

• Support ad hoc activities related to implementation, support projects, and support administration

• Provide technical support to Sales, Projects, Engineering, and Field Services

• Identify and report software bugs and recommend improvements to support systems and processes

Requirements

• Customer-oriented approach and strong focus on excellent service

• General technical knowledge and familiarity with Microsoft applications

• Basic knowledge of Microsoft Windows operating systems

• Strong written and verbal communication skills in English

• Ability to clearly explain technical issues and solutions to both technical and non-technical users

• Analytical and structured problem-solving, following established processes

• Technical mindset and willingness to continuously develop technical skills

• Ability to quickly learn and work with industry-standard and bespoke software

• Ability to understand operational requirements and translate them into support actions

• Service Desk or Customer Support experience (~1 year) is an advantage

• ITIL knowledge is an advantage

Benefits

• Opportunity to work in a customer-focused technical support environment

• Exposure to a wide range of systems, technologies, and customer scenarios

• Collaboration with internal teams, external partners, and technical suppliers

• Monthly remuneration: 7,000–8,000 PLN gross/month on an Employment Agreement, or 450–500 PLN net/day on a B2B contract