Service Desk Engineer

Infinity Quest; Kraków; On-site; PLN 42,000 - 65,000; Full time

Job summary

Infinity Quest Limited is seeking an L1 Service Desk professional fluent in English and either French or German. You will be the first contact for end users, providing basic technical support across common issues including Outlook, MS Teams, WiFi, VPN, and password resets.

You will log, categorize, and escalate incidents in the ITSM tool, follow ITIL-aligned processes, and maintain high satisfaction through effective communication and timely resolutions.

Qualifications

• L1 IT Service Desk experience or entry-level support background.
• Ability to troubleshoot common Office 365, Windows, WiFi, VPN issues.
• Strong ticketing, communication, and adherence to standard processes.

Responsibilities

• Act as first contact for end users and own tickets from start to resolution.
• Perform initial diagnosis, gather details, and perform basic troubleshooting.
• Provide clear user updates and escalate when needed with proper documentation.
• Escalate complex issues with complete troubleshooting history to resolver teams.
• Follow published roster and service window, maintain attendance and shift duties.
• Meet service levels and quality targets for response, resolution, and CSAT.

Skills

L1 Service Desk

Microsoft 365 basics

Windows troubleshooting

WiFi & VPN access

Ticket management

Customer communication

ITIL basics

Tools

ITSM tool

Job description

We are seeking an L1 Service Desk professional who is fluent in English and either French or German to serve as the first point of contact for end users and provide effective basic technical support within the Service Desk function

• Provide firstlevel technical support to end users through approved support channels
• Troubleshoot common issues related to Outlook Microsoft Teams WiFi VPN account unlocks password resets and similar enduser technologies
• Log categorize prioritize and update incidents and service requests accurately in the IT service management tool
• Resolve issues using approved knowledge articles standard operating procedures and documented troubleshooting steps
• Escalate unresolved complex or outofscope issues promptly to the relevant resolver teams with complete troubleshooting details
• Follow ITILaligned processes and contribute to a consistent and positive enduser support experience

Roles and Responsibilities

• Act as the first point of contact for end users and take ownership of each ticket from initial contact through resolution or appropriate escalation
• Perform initial diagnosis ask relevant questions capture error details and complete basic troubleshooting before escalating a ticket
• Communicate clearly and professionally with users provide regular status updates and confirm restoration of service before closure
• Assign and elevate tickets to the relevant support teams when necessary ensuring that impact urgency actions taken and supporting evidence are documented
• Follow the published roster and work rotational shifts within the agreed 12 5 service window including assigned opening closing and handover responsibilities
• Adhere to attendance break shifthandover leave security data privacy and accesscontrol requirements
• Meet defined service levels and quality standards including response and resolution targets ticket documentation quality firstcontact resolution and customer satisfaction
• Use approved knowledge articles and contribute reusable troubleshooting information or identify knowledge gaps for review
• Participate in required training team meetings process updates and coaching sessions and maintain current knowledge of supported tools and procedures
• Demonstrate reliability teamwork accountability customer focus and a willingness to learn promptly report recurring issues majorimpact incidents and potential security concerns

Skills

Mandatory Skills:

L1 IT Service Desk support, basic troubleshooting of Microsoft 365 applications, Windows, WiFi, VPN, account access and password issues, ticket management, customer communication, and adherence to standard support processes.