Remote IT Helpdesk Specialist – First-Line Support

Datagroup AG; Kraków; On-site; PLN 56,000 - 89,000; Full time

Job description

Your tasks

• You skillfully and routinely resolve errors and malfunctions via remote access.
• Your trained eye for problem situations allows you to clearly prioritise, classify, and document issues in our ticketing system.
• Couldn’t fix the issue? No problem! As a true team player, you confidently forward the tickets to the appropriate support units.
• You manage and monitor tickets within the framework of our service level agreements.
• As a genuine team player, you value knowledge sharing and passing on expertise – maintaining and documenting in our knowledge database is second nature to you.

Skills

• You have a strong customer service orientation and multitasking ability.
• You possess excellent teamwork and communication skills.
• You demonstrate proper phone etiquette and active listening.
• You have strong troubleshooting and problem-solving skills.
• Ideally, you have several years of experience in customer support or IT helpdesk.
• You have excellent French language skills, both spoken and written.
• Your German language skills, will be an advantage.
• You are capable of setting priorities, classifying tickets, and documenting them.

What we offer

• A reliable job at one of the largest IT service providers in Germany
• Opportunity to gain hands-on IT experience
• An open and collegial company culture with a trusting work atmosphere
• Flat hierarchies and short decision-making paths
• Individual training opportunities and exciting professional challenges
• Flexible working hours to support work-life balance
• An attractive and modern work environment, including remote work options (Poland only)
• Social benefits

About the project

The Service Desk is the heart of our services. It serves as the central point of contact for users and IT staff within our organisation.

At the Service Desk, we provide first-level support, receive inquiries, process them, and escalate when necessary. We continuously monitor the status of incidents, service requests, and other inquiries.

Users can contact the Service Desk via phone or email. A virtual multi-channel ACD (Automatic Call Distribution) ensures that calls are routed directly to the right person. We record incidents, categorize and prioritize them, and work with the customer to find a solution or workaround.

If that’s not sufficient, we forward the request to second-level support, vendors, or manufacturers. But even then, we don’t leave the user alone – we track the progress and status of the ticket throughout its lifecycle and keep the customer informed.

This project is carried out by a joint team from DATAGROUP Service Hub GmbH and DATAGROUP Polska Sp.z o.o. Both entities share responsibility for data protection. Applicants can exercise their data protection rights with either of the involved entities