IT Service Desk

For our client we are looking for Help Desk. As a Service Desk IT, you will be responsible for providing first-level technical support to users of IT systems and services. You will handle incoming requests via phone, email, chat, or self-service portal, and resolve or escalate them according to established procedures. You will also communicate with users to keep them informed of the status and progress of their issues, and ensure their satisfaction with the resolution.

Your main duties and responsibilities will include:

• Logging, categorizing, prioritizing, and tracking user requests using a service management tool
• Troubleshooting and resolving common IT issues, such as password resets, network connectivity, software installation, hardware configuration, etc.
• Providing guidance and training to users on how to use IT systems and services effectively and securely
• Escalating complex or urgent issues to the appropriate second-level or third-level support teams, or external vendors
• Following up with users and support teams to ensure timely and satisfactory closure of requests
• Documenting solutions and creating knowledge articles for future reference
• Participating in service improvement initiatives and projects
• Reporting on service desk performance and user feedback

To be successful in this role, you will need:

• A diploma or degree in IT, computer science, or a related field, or equivalent work experience
• At least one year of experience in a service desk or help desk environment, preferably in a large and diverse organization
• Excellent communication and interpersonal skills, with a customer-oriented and service-minded attitude
• Good problem-solving and analytical skills, with the ability to troubleshoot and resolve IT issues effectively and efficiently
• Working knowledge of IT systems and services, such as Windows, Office, Active Directory, Exchange, VPN, etc.
• Familiarity with IT service management principles and best practices, such as ITIL
• Ability to work independently and as part of a team, and to handle multiple tasks and priorities
• Willingness to learn new technologies and skills, and to keep up to date with IT trends and developments
• Fluency in English and Polish, both written and spoken

• Employment contract
• Hybrid work (first 3 months 100% in the office, after that 3 days a week in office in Warsaw Spire)
• Working hours: start between 7-10:30

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.