Remote Service Desk Analyst - IT Support (Tier 1)

Lumen Technologies; Polska; Hybrid; PLN 67,000 - 112,000; Full time

Benefits offered by this job

Annual bonus

Private healthcare (Medicover)

Multisport card

Job summary

Lumen Technologies is seeking an Operations Technical Support 1 (Service Desk Analyst) for a remote role within Poland. You will provide Tier 1 IT Service Desk support in a 24/7 rotating shift environment, handling incidents, requests, and knowledge-base updates.

The position offers flexible schedules (4x10h or 5x8h) and comprehensive benefits. Ideal candidates bring 1–2 years of IT customer service experience, strong communication skills, and familiarity with ticketing systems, networking

Qualifications

• Excellent Customer Service & Attitude.
• Excellent listening/understanding, verbal, and written communications.
• Excellent contact control, analytical and problem solving skills.
• Proactive and Accountable.
• Possess a sense of urgency and maintain stress awareness/management.
• Ability to multi-task while being attentive to the customer.
• Adaptability, Flexibility, Innovative/Creative Solutions.
• Desire to learn, and maintain/enhance knowledge.
• Readily accept feedback, mentoring, and coaching.
• Working knowledge of Microsoft Office suite, 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 established customer service and quality guidelines.
• Resolve or escalate customer incidents in a timely manner per guidelines, processes and SLAs.
• Maintain and enhance relationships with other support organizations to help resolve problems.
• Demonstrate ability to appropriately elevate issues.
• Ensure ticket documentation is accurate and thorough.
• Maintain ownership of workload.
• Identify recurring incidents and trends and escalate as needed.
• Complete assigned training courses.
• Keep knowledgebase up to date.
• Adhere to documented personnel and Department guidelines and policies.
• Contribute toward/lead continuous improvement initiatives; may lead projects.
• Perform other related duties as assigned.

Skills

Excellent Customer Service

Active listening

Verbal communications

Written communications

Problem solving

Proactive mindset

Accountability

Multi-tasking

Adaptability

Willingness to learn

Feedback receptiveness

Networking/IT concepts

Tools

Microsoft Office

Ticketing tools

Troubleshooting tools

Job description

Lumen Technologies is seeking an Operations Technical Support 1 (Service Desk Analyst) for a remote role within Poland. You will provide Tier 1 IT Service Desk support in a 24/7 rotating shift environment, handling incidents, requests, and knowledge-base updates.

The position offers flexible schedules (4x10h or 5x8h) and comprehensive benefits. Ideal candidates bring 1–2 years of IT customer service experience, strong communication skills, and familiarity with ticketing systems, networking