IT Support Dispatcher

Amer Sports Oyj; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

Amer Sports Oyj in Kraków seeks an IT Service Desk Coordinator to triage incidents, classify requests and route them to the appropriate support tiers.

You will work on ticketing systems, ensure data quality, follow global processes, and collaborate with multicultural teams while expanding your technical skills.

Qualifications

• Minimum 1 year of IT Service Desk or IT support coordination experience.
• Good understanding of incident and request management procedures.
• Experience with ticketing systems; ServiceNow is a strong advantage.
• Strong process orientation and ability to follow defined rules.
• Analytical mindset and attention to detail.
• Excellent English skills (B2+), written and spoken.
• Willingness to learn new technologies and grow within the organization.
• Eagerness to take ownership of projects and responsibilities, driving personal and professional growth.
• Excellent communication skills for clearly conveying ideas and collaborating with various stakeholders.
• Ability to work effectively in a multicultural environment.

Responsibilities

• Reviewing and triaging incoming incidents and service requests.
• Categorizing, prioritizing, and assigning tickets to 2nd and 3rd line support teams.
• Selecting the correct service offering based on ticket content.
• Monitoring ticket queues and escalating delays when necessary.
• Ensuring high data quality and accuracy in all ticket details.
• Following standardized Service Desk procedures and global processes.
• Collaborating with support teams to clarify information and ensure smooth handover.
• Using knowledge base materials to support correct ticket routing.

Skills

IT Service Desk

Incident management

Ticketing systems

Process orientation

Analytical mindset

English (B2+)

Ownership

Multicultural collaboration

Tools

ServiceNow

Job description

What you will be doing:

• Reviewing and triaging incoming incidents and service requests
• Categorizing, prioritizing, and assigning tickets to 2nd and 3rd line support teams
• Selecting the correct service offering based on ticket content
• Monitoring ticket queues and escalating delays when necessary
• Ensuring high data quality and accuracy in all ticket details
• Following standardized Service Desk procedures and global processes
• Collaborating with support teams to clarify information and ensure smooth handover
• Using knowledge base materials to support correct ticket routing

What you need to succeed:

• Minimum 1 year of experience in IT Service Desk, IT support coordination, or similar role
• Good understanding of incident and request management procedures
• Experience with ticketing systems; ServiceNow is a strong advantage
• Strong process orientation and ability to follow defined rules
• Analytical mindset and attention to detail
• Excellent English skills (B2+), written and spoken
• Willingness to learn new technologies and grow within the organization
• Eagerness to take ownership of projects and responsibilities, driving personal and professional growth.
• Excellent communication skills for clearly conveying ideas and collaborating with various stakeholders.
• Strong problem-solving skills and the ability to approach challenges with a critical and innovative mindset.
• Ability to work effectively in a multicultural environment, showing respect and understanding of different cultural perspectives.

Minimum 1 year of experience in IT Service Desk, IT support coordination, or similar role, Good understanding of incident and request management procedures, Experience with ticketing systems; ServiceNow is a strong advantage, Strong process orientation and ability to follow defined rules, Analytical mindset and attention to detail, Excellent English skills (B2+), written and spoken, Willingness to learn new technologies and grow within the organization, Eagerness to take ownership of projects and responsibilities, driving personal and professional growth., Excellent communication skills for clearly conveying ideas and collaborating with various stakeholders., Strong problem-solving skills and the ability to approach challenges with a critical and innovative mindset., Ability to work effectively in a multicultural environment, showing respect and understanding of different cultural perspectives.