Onsite IT Service Desk Specialist – Warsaw

Fortitude Nicsa; Warszawa; On-site; PLN 65,000 - 90,000; Full time

Benefits offered by this job

Dynamic multinational environment

Structured IT service development

Job summary

Fortitude Nicsa in Warsaw is seeking a Service Desk Agent to join our newly established support desk. You will provide onsite technical support to non-technical users and ensure high levels of service and satisfaction.

Responsibilities include first-line IT support, incident handling via phone/e-mail/ticketing systems, and documenting solutions while adhering to ITIL/ISO 20000 standards. Onsite presence required at our Warsaw office.

Qualifications

• Minimum 1 year of experience in a service desk or IT support role, preferably assisting non-technical users.
• Fluent in English (minimum B2 CEFR level); Polish language skills are a strong advantage.
• Proficiency with Microsoft Office 2013/2016 suite at ECDL Advanced level or equivalent.
• Good understanding of IT service management practices, particularly ISO 20000.
• Strong communication and interpersonal skills.
• Must be physically present and working onsite at our customers office in Warsaw.
• Must have some experience of using Service Now.

Responsibilities

• Provide first-line IT support to end users, both remotely and onsite, ensuring timely resolution of technical issues.
• Handle incidents and service requests via phone, email, or ticketing systems in accordance with ITIL/ISO 20000 best practices.
• Support and troubleshoot Microsoft Office 2013/2016 applications, including Outlook, Skype for Business, Microsoft Teams, Word, Excel, PowerPoint, Microsoft Project, and Visio.
• Log, categorize, and elevate issues where appropriate, following established processes.
• Maintain clear communication with users, ensuring they are informed of progress and resolution.
• Contribute to documentation and knowledge base articles for common issues and solutions.
• Adhere to and support ISO 20000-1 standards in IT service management.

Skills

Onsite IT support

English (B2)

Polish language understanding

ServiceNow

ITIL familiarity

Customer service

Windows Office proficiency

Tools

ServiceNow

Job description

Fortitude Nicsa in Warsaw is seeking a Service Desk Agent to join our newly established support desk. You will provide onsite technical support to non-technical users and ensure high levels of service and satisfaction.

Responsibilities include first-line IT support, incident handling via phone/e-mail/ticketing systems, and documenting solutions while adhering to ITIL/ISO 20000 standards. Onsite presence required at our Warsaw office.