IT Service Desk Agent (all genders)

BestSecret Group; Poznań; On-site; PLN 42,000 - 62,000; Full time

Benefits offered by this job

Employment contract

Onboarding training on site

Supportive work environment

Employee discounts

Job summary

BestSecret Group in Poznań is seeking an IT Service Desk specialist to be the primary contact for IT hardware, software and network support at our logistics center. You will support internal users across several countries, ensuring smooth operations and rapid problem resolution.

In this role you will manage tickets, monitor SLAs, document issues, install and configure devices, maintain CMDB and contribute to knowledge articles.

Qualifications

• Several years of professional IT experience or completed IT specialist training.
• Experience administering Microsoft systems (Windows 11, Active Directory, Office 365).
• Basic understanding of computer networks.
• User-focused approach, quick learner, strong communication, team orientation.
• Proactive mindset and drive to implement improvements.
• Very good command of Polish and English for cross-country communication.
• Valid category B driving license (occasional business trips).
• Nice to have experience in first- and second-line technical support and knowledge of ITIL/Confluence/ServiceNow.

Responsibilities

• Together with the Team, manage IT tickets and services, ensuring continuity at the logistics center.
• Handle internal tickets and monitor receipt and issues for software/hardware per SLA.
• Independently analyse, handle, and document support tickets as part of 1st-level and on-site support.
• Administer IT hardware and software, install and configure equipment, manage users/accounts.
• Document and maintain the CMDB, create knowledge base articles and tutorials.
• Participate in deployment of hardware/software and new IT projects.

Skills

IT support

Communication skills

Teamwork

Polish language

English language

Education

IT specialist training

Tools

ITIL

Confluence

ServiceNow

Job description

BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 28 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated revenues of EUR 1,533.7 million in 2025 and employs around 2,200 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.

Do you enjoy working in an IT support department and interacting with internal clients?

As a customer-focused employee (m/f/d) in the IT service desk at our logistics center in Poznań, you’ll be the point of contact for our users on all matters related to IT hardware, software, and the network.

Key Responsibilities

• Together with the Team, you will be responsible for managing IT tickets and services, ensuring the continuity of operations at our logistics center.
• You will handle internal tickets and manage the receipt and monitoring of software and hardware issues in accordance with our internally established service level agreement (SLA).
• Independently analyse, handle, and document support tickets and service requests as part of first-level support and on-site support.
• Administer IT hardware and software, as well as install and configure IT equipment (e.g., computers, printers, phones, conference systems, network equipment), including managing users and accounts.
• Your responsibilities will also include documenting and maintaining the CMDB, as well as creating knowledge base articles, tutorials, etc.
• You will actively participate in the deployment of hardware and software, as well as in new IT projects.

Your Profile

• Several years of professional experience in the IT industry or completion of training as an IT specialist or comparable technical training in the field of information technology.
• Experience in administering Microsoft systems (e.g., Windows 11, Active Directory, Office 365)
• At least a basic understanding of computer networks.
• A user-oriented approach to work, the ability to learn quickly, strong communication skills, and the ability to work in a team come naturally to you.
• You prefer a proactive approach and are focused on implementing improvements.
• Very good command of spoken and written Polish and English (required for communicating with colleagues located in different countries)
• A valid cat. -B driver's license (occasional business trips lasting several days may be required)
• No medical restrictions preventing you from working on a ladder (sometimes the network cabinet is located 2-4 meters above the floor).

Nice To Have

• Experience in first- and second-line technical support.
• Knowledge of common IT standards and tools (ITIL, Confluence, ServiceNow).

What We Offer

• Employment type: employment contract.
• Onboarding training also locally on site.
• A supportive work environment, support from your supervisor and teammates in your day-to-day work.
• Employee discounts on purchases from our online store.

At BESTSECRET, diversity isn't just a trend - it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.