IT Service Desk Analyst - Dutch Speaking

BELVEDERE; Warszawa; Hybrid; PLN 89,000 - 123,000; Full time

Job summary

BELVEDERE is seeking an IT Service Desk Analyst (Dutch speaking) to join our Warsaw-based team on a hybrid 6-month contract. You will be the first contact for IT support across desktops, mobile devices and applications, delivering high-quality service in English and Dutch.

You will document all incidents in the ITSM system, work with remote tools, and collaborate with multiple support levels to ensure timely resolutions.

Qualifications

• 6–8 years of IT Service Desk experience.
• Fluent English (written and spoken).
• Fluent Dutch (written and spoken).
• Strong knowledge of incident management and service desk operations.
• Experience with desktop, mobile and application support.
• Proficient with IT Service Management tools.

Responsibilities

• Provide first-line IT support for desktops, mobile devices and applications.
• Assist users via telephone, email, chat and web interface channels.
• Diagnose and resolve software and hardware issues with guided steps.
• Deliver advanced PC support using remote control tools.
• Document all requests and incidents within agreed timeframes in the ITSM tool.
• Own tickets throughout their lifecycle and escalate as needed.
• Log all contacts in English and handle calls in Dutch when required.
• Translate communications between English and Dutch as needed.
• Collaborate with second/third level teams and update knowledge base.
• Participate in training and meet KPIs and quality standards.

Skills

Fluent English

Fluent Dutch

IT service desk experience

ITSM tools

Remote support tools

Multilingual communication

Tools

ITSM tools

Remote support tools

Ticket lifecycle management

Job description

IT Service Desk Analyst - Dutch Speaking

Location: Warsaw
Contract Type: 6 Months

Job Status: Hybrid

• Act as the single point of contact for IT support across multiple channels
• Work with advanced remote support tools in a multilingual environment
• Develop your technical skills through structured training programs
• Join a quality-focused team with clear performance metrics
• Support end users across desktop, mobile and application systems

Company Overview

Our client is an established technology services organisation delivering IT support solutions to international clients. They operate across multiple sectors, providing end-to-end service desk capabilities with a focus on quality, customer satisfaction and continuous improvement. The organisation values knowledge sharing, professional development and maintaining high service standards through structured processes and collaborative teamwork.

They are currently seeking an experienced IT Service Desk Analyst to join their Warsaw-based team. This contract role offers the opportunity to work in a structured, quality-driven environment where you'll provide first-line technical support to a diverse user base while developing your skills through ongoing training and knowledge transfer initiatives.

Position Overview

As an IT Service Desk Analyst, you'll serve as the primary contact for all IT-related requests and incidents, providing first-line support across hardware, software and application systems. You'll manage the complete ticket lifecycle, from initial contact through to resolution or escalation, ensuring all interactions meet agreed service levels and quality standards. This role requires strong communication skills in both English and Dutch, as you'll support users across multiple channels while documenting all activities in English within the IT Service Management system.

Responsibilities

• Provide first-line support for IT requests covering desktops, mobile devices and applications
• Assist users via telephone, email, chat and web interface channels
• Diagnose and resolve software and hardware issues through step-by-step guidance
• Deliver advanced PC support using remote control tools
• Document all requests and incidents within agreed timeframes in the ITSM tool
• Own tickets throughout their lifecycle, capturing all relevant information per quality guidelines
• Escalate unresolved cases to appropriate technical teams while ensuring timely resolution
• Log all contacts in English while handling calls in Dutch when requiredInstruct users on application usage and ICT processes
• Translate communications between English and Dutch as needed
• Communicate effectively with team members, second and third-level support teams
• Document new technical solutions in the knowledge base
• Share best practices and lessons learned with colleagues
• Attend training sessions according to the development plan
• Meet Key Performance Indicators and quality requirements
• Ensure high levels of customer satisfaction
• Follow organisational policies and procedures

Requirements

• 6-8 years of IT Service Desk experience
• Fluent English (E3 level) - written and spoken
• Fluent Dutch (E3 level) - written and spoken
• Strong knowledge of IT service desk operations and incident management
• Experience providing first-line support for hardware and software issues
• Proficiency with IT Service Management tools and ticket lifecycle management
• Ability to use remote support tools effectively
• Experience supporting desktop, mobile and application systems
• Strong troubleshooting and problem-solving skills
• Excellent communication skills across multiple channels
• Ability to document technical information clearly in English
• Understanding of SLAs and quality management principles
• Capability to work collaboratively with technical teams
• Willingness to learn new technologies and processes

Benefits

While specific benefits details are to be confirmed, you'll work within a structured environment that prioritises quality, continuous learning and professional development. You'll have access to regular training sessions, contribute to knowledge management initiatives, and work alongside experienced technical teams. The role offers exposure to diverse technical challenges across multiple support channels, helping you develop your skills while maintaining clear performance standards and quality metrics.