IT Service Desk – 2nd Line Support

emagine; Województwo mazowieckie; Hybride; PLN 125 000 - 178 000; Plein temps

Résumé du poste

emagine is seeking an experienced Service Desk professional to coordinate 2nd line support for enterprise applications. The role focuses on incident management, SLA monitoring, and cross-team escalations in a global environment.

Location is Poland with a hybrid setup: one in-office day per week in Waw or GDA, ASAP start, long-term engagement. Fluency in English and Polish is required. B2B engagement with up to 110zł/h is possible.

Qualifications

• Minimum 2–3 years of experience in Service Desk coordination or IT support operations.
• Good understanding of ticketing tools like ServiceNow.
• Practical knowledge of incident, problem, request, and change management.
• ITIL awareness and understanding.
• Ability to work effectively in an international setting.
• Experience in queue management and SLA monitoring.
• Experience coordinating escalations among multiple support teams.
• Ability to analyze operational data and prepare service reports.
• Experience in creating knowledge articles and communications for end-users.
• Fluent in English and Polish

Responsabilités

• Resolving tickets on 2nd line of application support.
• Manage escalations and resolutions in line with service agreements.
• Monitor and report on service level agreements (SLAs) and performance metrics.
• Coordinate incident and service request handling for SDLC tools.
• Ensure timely assignments and communication throughout the incident lifecycle.
• Create and maintain knowledge articles and end-user communications.
• Analyze operational data to identify trends and service improvement areas.

Connaissances

ITIL awareness

International setting

Escalation coordination

Queue management

SLA monitoring

Incident management

Outils

ServiceNow

Description du poste

emagine is seeking an experienced Service Desk professional to coordinate 2nd line support for enterprise applications. The role focuses on incident management, SLA monitoring, and cross-team escalations in a global environment.

Location is Poland with a hybrid setup: one in-office day per week in Waw or GDA, ASAP start, long-term engagement. Fluency in English and Polish is required. B2B engagement with up to 110zł/h is possible.