24/7 IT Service Desk SysAdmin - Hybrid, Warsaw

BELVEDERE; Warszawa; Hybrid; PLN 60,000 - 100,000; Full time

Job summary

BELVEDERE in Warsaw is seeking a System Administrator to join its IT Service Desk on a 6‑month contract. You will support enterprise users in a hybrid environment, handling first‑line incidents and enabling efficient IT operations.

Role emphasizes ITIL processes, ServiceNow/Jira Service Management, and collaboration with cross‑functional teams to maintain high service levels and quick issue resolution.

Qualifications

• 1 to 4 years of experience in IT service desk or technical support.
• Proficiency with Windows OS and Microsoft 365.
• Experience with ITSM tools like ServiceNow or Jira Service Management.
• Familiarity with ITIL incident management and SLA practices.

Responsibilities

• Respond to user queries via phone, email, chat and self-service channels
• Log, categorise and prioritise incidents with detailed ticket notes
• Diagnose and resolve first-level technical issues using approved procedures
• Handle password resets, account unlocks and Microsoft 365 support requests
• Troubleshoot VPN connectivity, printer issues and basic hardware problems
• Escalate unresolved tickets to L2/L3 teams with complete troubleshooting details
• Maintain clear communication with users throughout ticket lifecycle
• Provide shift handover notes and contribute to knowledge article improvements
• Ensure adherence to SLA requirements and escalation procedures

Skills

Windows OS

Microsoft 365

Active Directory

ITSM tools

ITIL knowledge

VPN connectivity

German language

English language

24/7 shifts

Tools

ServiceNow

Jira Service Management

Job description

BELVEDERE in Warsaw is seeking a System Administrator to join its IT Service Desk on a 6‑month contract. You will support enterprise users in a hybrid environment, handling first‑line incidents and enabling efficient IT operations.

Role emphasizes ITIL processes, ServiceNow/Jira Service Management, and collaboration with cross‑functional teams to maintain high service levels and quick issue resolution.