IT Service Desk Level 1 Intern

Smith & Nephew; Wrocław; Hybrid; PLN 41,000 - 55,000; Part time

Job summary

Smith+Nephew is seeking an IT Service Desk Level 1 Intern in Wroclaw for a paid 12-month internship. You will help colleagues via phone, chat, and web tickets, using ServiceNow resources to troubleshoot and guide users to self-service tools.

You will log information, handle incidents at first contact, and escalate when needed while supporting User Access Management and knowledge base contributions. This role requires curiosity, a service mindset, and clear communication in English.

Qualifications

• Currently enrolled in a bachelor’s or master’s degree program in IT or related field.
• Fluent English, written and spoken.
• Strong communication and customer-service mindset.
• Willingness to learn and work in a team.

Responsibilities

• Serve as first point of contact for internal Smith+Nephew IT support via phone, chat, and tickets.
• Log incidents accurately and resolve or escalate to appropriate teams.
• Assist with User Access Management and update the knowledge base.
• Support a flexible shift schedule during the internship.

Skills

Customer service mindset

Communication

Analytical problem solving

Time management

ServiceNow knowledge (basic)

Education

Bachelor's or Master's degree program in IT/CS/Business/Finance/Economics or related field

Tools

ServiceNow

Job description

## IT Service Desk Level 1 InternApply: POL - Wroclaw: Part time: Posted Today: R91046**Life. Unlimited.** At Smith+Nephew we design and manufacture technology that takes the limits off living.Join our IT Service Desk team as an IT Service Desk Level 1 Intern and build practical experience supporting colleagues across Smith+Nephew. This is a **paid, 12-month internship** where you will learn how to solve real technical issues, support users through different contact channels, and develop the confidence to make a meaningful impact from your first steps in IT.**What will you be doing?**As an IT Service Desk Level 1 Intern, you will be one of the first points of contact for internal Smith+Nephew employees who need IT support. You will help colleagues through phone calls, chats and web tickets, using ServiceNow Knowledge Base articles and internal processes to troubleshoot issues, respond to requests and guide users towards helpful tools and the Self-Service portal.You will learn how to log information accurately, resolve as many incidents and requests as possible at first contact, manage tickets and follow up with users to confirm whether the proposed solution worked. When an issue needs additional support, you will assign it to the right resolving team or escalate major incidents in line with existing processes.You will also support User Access Management activities through ServiceNow and other available tools, contribute to the Service Desk Knowledge Base, monitor incidents and requests, and help identify recurring issues that may point to wider problems. This role works to a flexible shift schedule.**Planned Start Date:** 1st of January 2027**Program Length:** 12 months**Location:** Wrocław, Poland**What will you need to be successful?**Success in this role starts with curiosity, care for users and a willingness to learn. You will bring a service focused mindset and the ability to communicate clearly, while developing your technical knowledge in a supportive team environment.* Currently enrolled in a bachelor’s or master’s degree programme in Information Technology, Computer Science, Business Administration, Finance, Economics, or a related field.* Fluent spoken and written English, with the ability to explain information clearly and precisely.* An understanding of customer service and the confidence to work cooperatively with others to achieve team goals.* Basic IT and technical knowledge, including troubleshooting skills, is preferred but not essential.* Analytical problem solving, attention to detail, good time and task management, and the ability to follow existing procedures while escalating issues when appropriate.**The anticipated base compensation range for this position is 35 PLN gross per hour.**