Remote Service Desk Analyst – 24/7 IT Support

Lumen; Polska; Hybrid; PLN 55,000 - 70,000; Full time

Benefits offered by this job

Annual bonus

Private health insurance

Multisport card

Lunch Pass

Life insurance

PPK

Language classes

Working Abroad Policy

CSBF

Job summary

Lumen is seeking an Operations Technical Support 1 (Service Desk Analyst) to deliver Tier 1 IT support from a remote Poland-based position. You’ll handle incidents and requests, follow processes, and work in a 24/7 rotating shift with 4x10 or 5x8 schedules to meet enterprise needs.

You’ll join a diverse, customer-focused team providing high-quality support, knowledge sharing, and continuous improvement, including training and language classes.

Qualifications

• Excellent customer service attitude and strong communication skills.
• Able to listen attentively, understand issues, and communicate clearly.
• Proactive, accountable, and able to manage stress in a 24/7 environment.
• Team player with mentoring potential and collaboration across teams.
• Experience with ticketing systems and basic networking concepts is a plus.

Responsibilities

• Interact with customers via multiple channels per guidelines.
• Resolve or escalate incidents within SLA and provide quality solutions.
• Maintain relationships with internal and external support teams.
• Escalate appropriately and document tickets thoroughly.
• Own workload and identify recurring issues for improvement.
• Participate in training and keep knowledge base up to date.

Skills

Customer service

Communication skills

Team player

Problem solving

Accountable

Multi-tasking

Adaptability

Learning mindset

Feedback & coaching

Microsoft Office

Tools

Ticketing tools

Microsoft Office

Job description

Lumen is seeking an Operations Technical Support 1 (Service Desk Analyst) to deliver Tier 1 IT support from a remote Poland-based position. You’ll handle incidents and requests, follow processes, and work in a 24/7 rotating shift with 4x10 or 5x8 schedules to meet enterprise needs.

You’ll join a diverse, customer-focused team providing high-quality support, knowledge sharing, and continuous improvement, including training and language classes.