Service Desk Engineer

Thrive IT Systems; Kraków; On-site; PLN 25,000 - 38,000; Full time

Job summary

Thrive IT Systems is 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 basic technical support within the Service Desk function.

You will log, categorize, prioritize and update incidents, troubleshoot common issues across Outlook, Microsoft Teams, WiFi, VPN, password resets and account unlocks, and escalate unresolved items per ITIL-aligned processes to ensure a consistent, positive

Qualifications

• L1 IT Service Desk support with basic troubleshooting.

Responsibilities

• Act as the first point of contact for end users and take ownership of each ticket from initial contact through resolution or 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.
• Adhere to published roster and work rotational shifts within the 12x5 service window.
• Meet defined service levels and quality standards including response and resolution targets, ticket documentation, first-contact resolution and customer satisfaction.
• Use approved knowledge articles and contribute reusable troubleshooting information or identify knowledge gaps for review.
• Participate in required training, process updates and coaching sessions and maintain current knowledge of supported tools and procedures.

Skills

L1 IT Service Desk support

English proficiency

Additional language (French or German)

Basic troubleshooting

Ticket management

Customer communication

Tools

ITSM tool

Microsoft 365

Outlook

Teams

WiFi

VPN

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 escal…?
• 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 major impact 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.