Job Description:
We are looking for a skilled and customer-focused Service Desk Agent to join our customers newly established support desk in Warsaw. The successful candidate will be responsible for providing onsite technical support to non-technical users, ensuring high levels of service and satisfaction.
Key Responsibilities:
- Provide first-line IT support to end users, both remotely and onsite, ensuring timely resolution of technical issues.
- Handle incidents and service requests via phone, email, or ticketing systems in accordance with ITIL/ISO 20000 best practices.
- Support and troubleshoot Microsoft Office 2013/2016 applications, including Outlook, Skype for Business, Microsoft Teams, Word, Excel, PowerPoint, Microsoft Project, and Visio.
- Log, categorize, and escalate issues where appropriate, following established processes.
- Maintain clear communication with users, ensuring they are informed of progress and resolution.
- Contribute to documentation and knowledge base articles for common issues and solutions.
- Adhere to and support ISO 20000-1 standards in IT service management.
Requirements:
- Minimum 1 year of experience in a service desk or IT support role, preferably assisting non-technical users.
- Fluent in English (minimum B2 CEFR level); Polish language skills are a strong advantage.
- Proficiency with Microsoft Office 2013/2016 suite at ECDL Advanced level or equivalent.
- Good understanding of IT service management practices, particularly within an ISO 20000 environment.
- Strong communication and interpersonal skills.
- Must be physically present and working onsite at our customers office in Warsaw.
- Must have some experience of using Service Now
Nice to Have:
- Experience working in an international or EU agency environment.
- Familiarity with ITIL framework.
What We Offer:
- Opportunity to work in a dynamic, multicultural organization.
- Professional development in a structured IT service environment.
