IT Service Desk Specialist — Remote & Flexible Hours

DATAGROUP Polska Sp. z o.o.; Kraków; On-site; PLN 78,120 - 133,920; Full time

Job summary

DATAGROUP Polska Sp. z o.o. is seeking a Service Desk professional to provide first-level IT support, resolving errors and malfunctions remotely, and documenting issues clearly in our ticketing system.

The role emphasizes customer service, teamwork, active listening, and meticulous record-keeping in the knowledge base. You will triage and prioritize tickets, forward unresolved items to appropriate units, and monitor progress within SLAs.

Qualifications

• Strong customer service orientation and multitasking ability.
• Excellent teamwork and communication skills.
• Strong troubleshooting and problem-solving skills.
• Several years of experience in customer support or IT helpdesk.
• Very good English.
• Very good German and at least one of Czech, Dutch.
• Capable of prioritizing, classifying, and documenting tickets.

Responsibilities

• Resolve errors and malfunctions via remote access.
• Prioritize, classify, and document issues in the ticketing system.
• Forward tickets to appropriate support units when needed.
• Manage and monitor tickets within service level agreements.
• Value knowledge sharing and maintain documentation in the knowledge base.

Skills

Customer service

Teamwork

Phone etiquette

Active listening

Troubleshooting

IT helpdesk experience

English

German

Additional languages

Job description

DATAGROUP Polska Sp. z o.o. is seeking a Service Desk professional to provide first-level IT support, resolving errors and malfunctions remotely, and documenting issues clearly in our ticketing system.

The role emphasizes customer service, teamwork, active listening, and meticulous record-keeping in the knowledge base. You will triage and prioritize tickets, forward unresolved items to appropriate units, and monitor progress within SLAs.