IT Service Desk Analyst

BELVEDERE; Warszawa; Hybrid; PLN 60,000 - 110,000; Full time

Job summary

BELVEDERE is seeking an IT Service Desk Analyst fluent in Dutch and English to join our Krakow team on a 6-month hybrid contract. You will be the first point of contact for IT requests across channels, handling incidents, and providing quality-first support.

You will work with ITSM tools, remote control software, and a multilingual environment to resolve issues, document solutions, and contribute to knowledge sharing while meeting SLAs and KPIs.

Qualifications

• 6–8 years of experience in IT Service Desk or equivalent.
• Fluent in English and Dutch at E3 level.
• Experience with IT service management and incident handling.
• Proficient with remote support and ticketing systems.
• Strong multi-channel communication and documentation skills.

Responsibilities

• Provide first-level IT support across desktops, laptops and mobile devices.
• Handle inquiries via phone, email, chat and web interface.
• Resolve software and hardware issues using guided steps.
• Log and manage tickets throughout their lifecycle in the ITSM system.
• Escalate to appropriate technical teams when needed.
• Document solutions in the knowledge base and share best practices.
• Ensure adherence to SLAs and quality guidelines.

Skills

IT Service Desk

Incident management

Remote support tools

Ticketing systems

Multilingual support

Communication skills

Documentation

Tools

Remote control tools

ITSM tools

Ticketing systems

Job description

IT Service Desk Analyst - Dutch & English Speaker

Location: Krakow
Contract Type: 6 Months

Job Type: Hybrid

• Act as the single point of contact for all IT support across multiple channels
• Work with advanced remote support tools and IT Service Management systems
• Join a multilingual support environment serving international customers
• Develop your technical skills through structured training and knowledge sharing
• Contribute to quality-focused operations with clear performance indicators

Company Overview

Our client is an established technology services organisation delivering IT support solutions to international customers. They operate a structured service desk environment focused on quality, continuous improvement and customer satisfaction. The organisation values knowledge sharing, professional development and maintaining high service standards through clear processes and performance metrics.

They are looking for an experienced IT Service Desk Analyst fluent in both English and Dutch to join their team in Krakow. This contract role offers the opportunity to work in a multilingual support environment, handling diverse technical challenges while developing your skills through ongoing training and knowledge transfer initiatives.

Position Overview

As an IT Service Desk Analyst, you'll serve as the first point of contact for all IT-related issues, providing first-level support across software, hardware and mobile devices. You'll manage the complete ticket lifecycle, from initial contact through to resolution or escalation, ensuring all interactions meet quality guidelines and service level agreements. This role requires strong technical troubleshooting skills, excellent communication abilities across multiple channels, and the capacity to document solutions while supporting customers in real-time.

Responsibilities

• Provide first-level support for IT requests and incidents across desktops, laptops and mobile devices
• Assist users through telephone, email, chat and web interface channels
• Identify and resolve software and hardware issues using step-by-step guidance
• Deliver advanced PC support using remote control tools
• Handle and document all incoming requests within agreed timeframes in the IT Service Management system
• Own tickets throughout their lifecycle, capturing all relevant information per quality guidelines
• Follow up on existing tickets and escalated unresolved cases to appropriate technical teams
• Log all contacts in the helpdesk database in English while handling calls in Dutch
• Communicate effectively with team members, second and third-level support teams and end-users
• Instruct users on application systems and ICT processes
• Translate end-user communications between English and Dutch as required
• Document new technical solutions in the knowledge base and suggest improvements
• Share best practices and lessons learned with colleagues
• Attend training sessions as outlined in the training plan
• Ensure high levels of customer satisfaction and adherence to key performance indicators
• Follow quality requirements, policies and procedures for both the organisation and customers

Requirements

• 6-8 years of experience in IT Service Desk or similar support role
• Fluent in English (E3 level) and Dutch (E3 level)
• Strong knowledge of IT Service Desk operations and incident management
• Experience providing first-level support for software and hardware issues
• Proficiency with IT Service Management tools and ticketing systems
• Competence using remote control tools for PC support
• Ability to troubleshoot desktop, laptop and mobile device issues
• Strong communication skills across multiple channels (phone, email, chat, web)
• Experience managing tickets through their complete lifecycle
• Understanding of SLAs and quality guidelines in IT support environments
• Ability to document technical solutions and contribute to knowledge bases
• Willingness to learn new technologies, tools and processes
• Customer-focused approach with commitment to high satisfaction levels

Benefits

While specific benefits details are being finalised, you'll join a structured support environment that prioritises continuous learning and professional development. The organisation provides comprehensive training programs, knowledge sharing opportunities and clear quality frameworks to help you succeed in your role. You'll work alongside experienced technical teams in a multilingual setting, gaining exposure to diverse technical challenges while contributing to high-quality IT service delivery.