Help Desk Specialist — 24/7 Rotational (EN/DE)

Us3 Consulting; Warszawa; On-site; PLN 67,000 - 95,000; Full time

Job summary

Us3 Consulting is seeking an IT Service Desk specialist in Warsaw to be the first point of contact for incidents and service requests, providing L1 support via phone, email, chat or self-service.

You will troubleshoot Windows OS, Microsoft 365 and VPN issues, handle Active Directory tasks, document ticket progress, and escalate complex problems to L2/L3, while coordinating with teams in a 24x7 rotational environment.

Qualifications

• Experience in IT service/help desk or desktop support.
• Strong knowledge of Windows OS.
• Experience with Microsoft 365.
• VPN and endpoint troubleshooting experience.
• Active Directory: reset passwords, unlock accounts.
• ITSM tools like ServiceNow or Jira Service Management.
• Basic ITIL knowledge.
• Incident management, SLA and escalation procedures.
• Willingness to work 24x7 rotational shifts, including weekends/holidays.
• English and German language skills.

Responsibilities

• First point of contact through phone, email, chat and self-service.
• Log, categorize and prioritize incidents/service requests.
• Perform L1 troubleshooting using scripts, KB articles and SOPs.
• Resolve password resets, account unlocks, Microsoft 365, VPN, printer and basic hardware/software issues.
• Escalate complex/high-impact issues to L2/L3.
• Maintain clear ticket notes, user communication and shift handovers.

Skills

IT help desk

Windows OS

Microsoft 365

VPN troubleshooting

Active Directory

ITSM tools

ITIL knowledge

Incident management

Shift work

English & German

Tools

ServiceNow

Jira Service Management

Job description

Us3 Consulting is seeking an IT Service Desk specialist in Warsaw to be the first point of contact for incidents and service requests, providing L1 support via phone, email, chat or self-service.

You will troubleshoot Windows OS, Microsoft 365 and VPN issues, handle Active Directory tasks, document ticket progress, and escalate complex problems to L2/L3, while coordinating with teams in a 24x7 rotational environment.