Multilingual IT Service Desk Analyst

Cognizant; Województwo pomorskie; On-site; PLN 72,000 - 95,000; Full time

Job summary

Cognizant is seeking a Service Desk Analyst in Poland to deliver high-quality IT support across client accounts. You will be the first point of contact, handling incidents from logging to resolution via phone, email, chat, and ticketing systems.

You will work with cross-functional teams to ensure timely resolutions and maintain SLAs. The role requires strong customer service, language skills (Polish, Slovakian, English), and solid experience with ticketing and ITSM processes.

Qualifications

• Polish, Slovakian and English language proficiency.
• Strong problem-solving and analytical abilities.
• Excellent customer service orientation and communication skills.
• Experience with ticketing and IT service management tools.
• Ability to prioritize workloads and manage multiple incidents.
• Strong attention to detail and commitment to quality service.
• Ability to work independently while collaborating with cross-functional teams.
• Knowledge of IT support processes, incident management and escalation procedures.

Responsibilities

• Serve as the primary point of contact for end users reporting IT-related issues and service requests.
• Log, categorize, prioritize and document incidents and requests in the ticketing system.
• Provide first-level technical support for hardware, software, network and application issues.
• Diagnose and resolve incidents using SOPs, knowledge bases and guides.
• Escalate unresolved or complex issues to appropriate support teams with all details.
• Monitor incidents throughout their lifecycle and maintain ownership until resolution.
• Coordinate with internal teams and vendors to facilitate issue resolution.
• Provide regular updates to users and verify resolution before closing tickets.
• Maintain accurate documentation of issues, resolutions and activities.

Skills

Customer service

Polish

Slovakian

English

Problem solving

Ticketing tools

Multitasking

Attention to detail

Team collaboration

Incident management

Escalation procedures

Job description

Cognizant is seeking a Service Desk Analyst in Poland to deliver high-quality IT support across client accounts. You will be the first point of contact, handling incidents from logging to resolution via phone, email, chat, and ticketing systems.

You will work with cross-functional teams to ensure timely resolutions and maintain SLAs. The role requires strong customer service, language skills (Polish, Slovakian, English), and solid experience with ticketing and ITSM processes.