IT Application Support with Dutch

Experis; Wrocław; Hybrid; PLN 42,000 - 64,000; Full time

Job summary

Experis in Wrocław, Poland, seeks an IT Helpdesk Specialist to answer end-user calls, log Service Requests, and provide first‑line support for business applications used by dealers and workshops.

You'll troubleshoot, de-escalate issues, and coordinate SRs across support groups while maintaining user contact in a fast-paced environment, aligned with ITIL and DS Best Practices.

Qualifications

• Previous IT helpdesk experience and knowledge of ticketing tools, ideally ITSM.
• Fluency in Dutch, English, and Polish.
• Strong analytical and troubleshooting skills.
• A willingness to help customers.
• Comfort working in a challenging, high-pressure environment with frequent direct customer contact.
• Strong soft skills and the ability to de-escalate situations quickly.

Responsibilities

• Answer phone calls from end users and register Service Requests (SRs).
• Troubleshoot and resolve Service Requests using knowledge of business applications used by dealers and workshops, personal skills, the knowledge base, vendor literature, and communication with team members.
• Transfer and escalate Service Requests to other Support Groups (SGs).
• Track and follow up on Service Requests transferred to other Support Groups.
• Inform users about the progress of their Service Requests.
• Take responsibility for the Team Service Requests.
• Maintain direct contact with users and customers from Sweden, Finland, Norway, and Denmark via phone and email.
• Solve problems occurring in applications, requiring business knowledge.
• Work according to established rules and procedures as a member of the Global DS Organization, including registering, closing, monitoring, and following up on Service Requests.
• Work in accordance with ITIL and DS Best Practices.

Skills

Dutch language

English language

Polish language

Analytical thinking

Troubleshooting

Customer service

Job description

Responsibilities

• Answer phone calls from end users and register Service Requests (SRs).

• Troubleshoot and resolve Service Requests using knowledge of business applications used by dealers and workshops, personal skills, the knowledge base, vendor literature, and communication with team members.

• Transfer and escape Service Requests to other Support Groups (SGs).

• Track and follow up on Service Requests transferred to other Support Groups.

• Inform users about the progress of their Service Requests.

• Take responsibility for the Team Service Requests.

• Maintain direct contact with users and customers from Sweden, Finland, Norway, and Denmark via phone and email.

• Solve problems occurring in applications, requiring business knowledge.

• Work according to established rules and procedures as a member of the Global DS Organization, including registering, closing, monitoring, and following up on Service Requests.

• Work in accordance with ITIL and DS Best Practices.

Requirements

• Previous IT helpdesk experience and knowledge of ticketing tools, ideally ITSM.

• Fluency in Dutch, English, and Polish

• Strong analytical and troubleshooting skills.

• A willingness to help customers.

• Comfort working in a challenging, high-pressure environment with frequent direct customer contact.

• Strong soft skills and the ability to de-escalate situations quickly.