IT Service Desk Level 1 Intern

Smith Nephew; Wrocław; On-site; PLN 40,000 - 57,000; Full time

Benefits offered by this job

Paid internship

Job summary

Smith+ Nephew is seeking an IT Service Desk Level 1 Intern in Wroclaw, Poland, for a paid 12-month internship starting January 1, 2027. You will learn to support colleagues across the organization via phone, chat and web tickets, using ServiceNow and internal processes to troubleshoot issues and guide users to self-service tools.

You will log information, resolve many incidents at first contact, and escalate when needed while supporting access management and contributing to the knowledge base.

Qualifications

• 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.

Responsibilities

• Be the first point of contact for internal Smith+ Nephew employees needing IT support.
• Assist colleagues via phone, chat and web tickets using ServiceNow KB articles and internal processes to troubleshoot issues.
• Log information accurately and resolve incidents at first contact.
• Assign issues to resolving teams or escalate major incidents per existing processes.
• Support User Access Management activities through ServiceNow and other tools.
• Contribute to the Service Desk Knowledge Base and monitor incidents to identify recurring problems.
• Work with a flexible shift schedule.

Skills

Fluent English

Customer service

Analytical skills

Clear communication

Education

IT/CS degree in progress

Tools

ServiceNow

Knowledge Base

Self-Service Portal

Job description

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 elevate 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.

The actual base pay offered to the successful candidate will be based on objective, job-related factors including (but not limited to) relevant skills, qualifications, and experience, scope and responsibilities of the role, geographic location, and internal equity considerations. Compensation decisions are made using consistent and gender-neutral criteria, in line with applicable pay transparency laws. This role has been evaluated within our internal job architecture and mapped to a defined pay band to ensure consistency and fairness.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion and Belonging - Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here

Training: Hands-On, Team-Customized, Mentorship

Stay connected by joining our Talent Community.

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.

Explore our website and learn more about our mission, our team, and the opportunities we offer.