Bilingual L1 Service Desk Engineer: English + FR/DE

Infinity Quest Limited; Kraków; On-site; PLN 42,000 - 65,000; Full time

Job summary

Infinity Quest Limited is seeking an L1 Service Desk professional fluent in English and either French or German. You will be the first contact for end users, providing basic technical support across common issues including Outlook, MS Teams, WiFi, VPN, and password resets.

You will log, categorize, and escalate incidents in the ITSM tool, follow ITIL-aligned processes, and maintain high satisfaction through effective communication and timely resolutions.

Qualifications

• L1 IT Service Desk experience or entry-level support background.
• Ability to troubleshoot common Office 365, Windows, WiFi, VPN issues.
• Strong ticketing, communication, and adherence to standard processes.

Responsibilities

• Act as first contact for end users and own tickets from start to resolution.
• Perform initial diagnosis, gather details, and perform basic troubleshooting.
• Provide clear user updates and escalate when needed with proper documentation.
• Escalate complex issues with complete troubleshooting history to resolver teams.
• Follow published roster and service window, maintain attendance and shift duties.
• Meet service levels and quality targets for response, resolution, and CSAT.

Skills

L1 Service Desk

Microsoft 365 basics

Windows troubleshooting

WiFi & VPN access

Ticket management

Customer communication

ITIL basics

Tools

ITSM tool

Job description

Infinity Quest Limited is seeking an L1 Service Desk professional fluent in English and either French or German. You will be the first contact for end users, providing basic technical support across common issues including Outlook, MS Teams, WiFi, VPN, and password resets.

You will log, categorize, and escalate incidents in the ITSM tool, follow ITIL-aligned processes, and maintain high satisfaction through effective communication and timely resolutions.