IT Service Desk Specialist — 1st Line Support

PRACYVA

Warszawa

On-site

PLN 48,000 - 64,000

Full time

2 days ago

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Job summary

PRACYVA in Warsaw, Poland, is seeking an IT Service Desk professional to be the first point of contact for users and provide Level 1 IT support via phone, email, chat, and self-service channels. The role covers incident management, basic troubleshooting, and user account support within a 24x7 rotational shift model.

The ideal candidate has 1–4 years in IT Service Desk, with basic knowledge of Windows OS, Microsoft 365, VPN, and Active Directory.

Qualifications

1–4 years of IT Service Desk / Help Desk / Technical Support experience.
Windows OS: Basic working knowledge.
Microsoft 365: Basic working knowledge.
VPN Troubleshooting: Basic knowledge.
Active Directory: Basic user/account administration.
Hardware & Software Troubleshooting: Basic knowledge.
Endpoint Peripherals: Basic knowledge.
ITSM Tools: ServiceNow / Jira Service Management or equivalent.
24x7 support: Willingness to work rotational shifts, including weekends and holidays.

Responsibilities

Act as the first point of contact for users.
Log, categorize, prioritize, and update incidents and service requests.
Follow ITSM processes, SLA requirements, and escalation procedures.
Perform first-level diagnosis and troubleshooting using scripts, knowledge articles, and SOPs.
Provide basic support for Windows OS, endpoint peripherals, and common enterprise IT issues.
Escalate unresolved or high-impact incidents to L2/L3 teams.
Prepare shift handover notes.
Provide inputs for improving knowledge articles.