Remote IT Service Desk Analyst — 1st Line Support

Lumen; Poland; Remote; PLN 60,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Private healthcare

Multisport card

Lunch Pass card

Voluntary life insurance

PPK

English and Polish language classes

Working Abroad Policy

CSBF

Job summary

Lumen is hiring for a fully remote Operations Technical Support 1 (Service Desk Analyst) role in Poland. You will join a Virtual IT Service Desk handling Tier 1 incidents and requests, with schedules including 4x10s or 5x8s.

The position operates in a 24/7 rotating shift environment with nights, weekends, and holidays, and you will work from home within Poland. Ideal candidates have English fluency, strong customer service orientation, and 1–2 years in IT support.

Qualifications

• Professional fluency in English, both written and verbal.
• Excellent Customer Service & Attitude.
• Excellent listening/understanding, verbal, and written communications.
• Team Player/Mentor.
• Excellent contact control, analytical and problem solving skills.
• Proactive and Accountable.
• Sense of urgency and stress management.
• Ability to multi-task while being attentive to the customer.
• Adaptability, flexibility and creative solutions.
• Desire to learn and maintain knowledge.
• Open to feedback, mentoring and coaching.
• Working knowledge of Microsoft Office, ticketing tools, and troubleshooting tools.
• Understanding/experience in networking, web, email, mobile, security, and managed services technologies.
• 1 - 2 years IT customer service experience or other pertinent related experience

Responsibilities

• Interact with customers via multiple communications methods per guidelines.
• Resolve or elevate incidents using knowledgebase and SLAs.
• Maintain relationships with other support organizations.
• Elevate issues appropriately and document tickets thoroughly.
• Own workload and identify recurring incidents.
• Take applicable training courses and keep the knowledgebase updated.
• Adhere to personnel and department policies.
• Lead or contribute to continuous improvement initiatives.
• Perform other related duties as assigned.

Skills

English proficiency

Excellent Customer Service

Team Player/Mentor

Analytical problem solving

Multitasking

Adaptability

Tools

Microsoft Office

Ticketing tools

Troubleshooting tools

Job description

Lumen is hiring for a fully remote Operations Technical Support 1 (Service Desk Analyst) role in Poland. You will join a Virtual IT Service Desk handling Tier 1 incidents and requests, with schedules including 4x10s or 5x8s.

The position operates in a 24/7 rotating shift environment with nights, weekends, and holidays, and you will work from home within Poland. Ideal candidates have English fluency, strong customer service orientation, and 1–2 years in IT support.