Service Desk Specialist

1 tydzień temu

Kraków, Lesser Poland Sitevis LTD Pełny etat 30 000 zł - 60 000 zł rocznie

Job Title:
Service Desk Specialist

Location:
Hybrid - Krakow

Employment Type:
Full-time

Experience Required:
2–4 years

Language Required:
Polish Native -
MUST

Overview

We are seeking a skilled and customer-focused
Service Desk Analyst
to provide first-line technical support to end users across the organization. The ideal candidate will have strong troubleshooting skills, excellent communication, and the ability to deliver high-quality service in a fast-paced IT environment.

Key Responsibilities

  • Serve as the first point of contact for all IT-related incidents, requests, and inquiries via phone, email, chat, and ticketing tools.
  • Diagnose and resolve hardware, software, network, and application issues within defined SLAs.
  • Install, configure, and support desktops, laptops, mobile devices, and peripherals.
  • Manage user accounts, permissions, and access rights (Active Directory, O365, Exchange, etc.).
  • Support Microsoft Office 365, Windows OS, VPN, and common business applications.
  • Log, track, and update all incidents and service requests using ITSM tools.
  • Escalate unresolved issues to Level 2/3 or relevant teams as needed.
  • Maintain accurate documentation, SOPs, and knowledge base articles.
  • Assist with onboarding/offboarding, device setup, and system provisioning.
  • Ensure high customer satisfaction through professional and timely communication.

Required Skills & Qualifications

  • 2–4 years of experience in a Service Desk / IT Support role.
  • Strong troubleshooting skills with Windows OS, O365, hardware, and networking fundamentals.
  • Experience with ticketing systems (ServiceNow, Jira, Remedy, Freshservice, etc.).
  • Knowledge of Active Directory, MFA, VPN, and remote support tools.
  • Excellent verbal and written communication skills.
  • Ability to multitask, prioritize, and work under pressure.
  • Customer-centric mindset and problem-solving attitude.

Preferred Qualifications

  • IT certifications such as
    CompTIA A+, Network+, ITIL Foundation
    , or equivalent.
  • Experience supporting hybrid/remote workforce.
  • Basic knowledge of SCCM, Intune, or MDM solutions.

Soft Skills

  • Strong interpersonal skills and a proactive approach
  • Attention to detail
  • Ability to work independently and as part of a team
  • Professional, polite, and calm under pressure

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