IT Service Desk / Technical Support

PRACYVA; Warszawa; On-site; PLN 48,000 - 64,000; Full time

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.

Skills

IT support experience

Windows OS

Microsoft 365

VPN troubleshooting

Active Directory

Hardware & software troubleshooting

Endpoint peripherals

ITSM Tools

24x7 support

first point of contact

Tools

ServiceNow / Jira Service Management

Job description

Job Title: IT Service Desk / Technical Support

Location: Warsaw, Poland

Type: Contract

We are looking for an IT Service Desk / Technical Support professional to act as the first point of contact for users and provide Level 1 IT support through phone, email, chat, and self-service channels.

The role involves incident and service request management, basic troubleshooting, user account support, Microsoft 365, VPN, hardware/software issues, and escalation to L2/L3 teams when required.

Key Responsibilities

• Act as the first point of contact for users.
• Handle support requests through:
• Phone
• Email
• Chat
• Self-service channels
• Log, categorize, prioritize, and update incidents and service requests.
• Maintain accurate and complete ticket notes.
• Follow ITSM processes, SLA requirements, and escalation procedures.

Technical Support

• Perform first-level diagnosis and troubleshooting using approved scripts, knowledge articles, and SOPs.
• Resolve common IT issues such as:
• Microsoft 365 support
• VPN connectivity
• Printer issues
• Basic hardware/software issues
• Provide basic support for Windows OS, endpoint peripherals, and common enterprise IT issues.

Active Directory & User Administration

• Perform basic Active Directory activities.
• Password reset and account unlock.
• Basic group/access validation.
• Escalate unresolved or high-impact incidents to L2/L3 teams.
• Provide complete troubleshooting information and business impact during escalation.
• Communicate ticket status clearly to users.
• Prepare shift handover notes.
• Provide inputs for improving knowledge articles.
• IT Service Desk / Help Desk / Technical Support / Desktop Support: 1–4 years
• 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

Shift Requirement

• 24x7 rotational shifts
• Includes weekends and holidays based on business requirements.