Bilingual L1 Service Desk Specialist – IT Support (6-Month Contract)

Thrive IT Systems; Polska; On-site; PLN 72,000 - 96,000; Full time

Job summary

Thrive IT Systems seeks an L1 Service Desk professional fluent in English and Polish, with German or French as an additional requirement, to be the first point of contact for end users and provide basic technical support within the Service Desk function.

Responsibilities include logging and prioritizing incidents, basic troubleshooting of Microsoft 365 apps, Windows, WiFi, VPN, and password resets, adhering to ITIL processes, and escalating complex issues as needed.

Qualifications

• L1 IT Service Desk support with basic troubleshooting.
• Experience handling Microsoft 365 apps, Windows, WiFi, VPN, and password issues.
• Strong ticket management and clear customer communication, following standard support processes.

Responsibilities

• Act as the first point of contact for end users and take ownership of each ticket from initial contact through resolution or escalation.
• Perform initial diagnosis, ask questions, capture error details, and complete basic troubleshooting before escalating.
• Communicate clearly with users, provide updates, and confirm restoration of service before closure.
• Assign and elevate tickets to relevant support teams as needed, ensuring documentation of impact and urgency.
• Follow published roster and 12x5 shift, adhering to attendance and security requirements.
• Meet service levels and quality standards including first contact resolution and customer satisfaction.
• Use knowledge articles and contribute troubleshooting information for review.
• Participate in training, meetings, and process updates to stay current.

Skills

L1 Service Desk

Basic troubleshooting

Microsoft 365

Windows

WiFi

VPN

Account access

Password issues

Ticket management

Customer communication

Tools

ITSM tool

Job description

Thrive IT Systems seeks an L1 Service Desk professional fluent in English and Polish, with German or French as an additional requirement, to be the first point of contact for end users and provide basic technical support within the Service Desk function.

Responsibilities include logging and prioritizing incidents, basic troubleshooting of Microsoft 365 apps, Windows, WiFi, VPN, and password resets, adhering to ITIL processes, and escalating complex issues as needed.