Service Desk Specialist

Outokumpu Chrome Oy; Katowice; Hybrid; PLN 60,000 - 100,000; Full time

Job summary

Outokumpu Chrome Oy in Katowice, Poland, seeks an IT Service Desk Specialist to join our international IT team. This hybrid role requires presence at our Katowice site about 50% of the time and involves first-line support for hardware, software, access rights, and networks. You will work with local and global teams to improve services and teach users how to use IT tools.

Qualifications

• At least one year of service desk experience.
• Degree in IT or equivalent.
• Basic IT knowledge: Windows, M365, AD.
• Fluent English, written and spoken.

Responsibilities

• Be first point of contact for technical help via chat, portal, phone or email.
• Investigate and resolve IT issues remotely with required data.
• Advise users on IT services and digital tools.
• Escalate complex issues to appropriate teams.
• Document investigations and resolutions in the ticketing system.
• Share feedback to improve IT services.
• Help maintain knowledge base and improve processes.

Skills

English fluency

Customer focus

Problem solving

Team collaboration

Calm under pressure

Education

Degree in IT or equivalent

Tools

Windows OS

Microsoft 365

Active Directory

ITSM / ticketing systems

ServiceNow

Job description

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Do you want to help build a world that lasts forever?

Outokumpu is the global leader in sustainable stainless steel. Our durable, recyclable stainless steel is used in solutions that are essential to society – from infrastructure and mobility to household appliances. Together with our customers and partners, we are accelerating the green transition and working towards a world that lasts forever.

We are now looking for an IT Service Desk Specialist to join our international IT team in Katowice, Poland. This is a hybrid role, requiring presence at our Katowice site approximately 50% of the working time.

About the role

The IT Service Desk is an essential part of Outokumpu's global IT ecosystem. Our team supports employees around the world, resolves technical challenges and helps ensure that the digital tools and services people rely on every day work reliably.

As an IT Service Desk Specialist, you will:

• Provide first-line support to users with hardware, software, access rights, networks and other IT-related services.
• Resolve issues affecting individual users as well as contribute to resolving incidents with a wider impact on business and production operations.
• Work closely with local and global IT teams to identify root causes and continuously improve our IT services.

The role is performed during regular office hours.

What you will do

• Act as the first point of contact for users seeking technical support via chat, service portal, phone or email.
• Investigate and resolve IT issues remotely, gathering the required information for further investigation when needed.
• Advise and guide users in the use of IT services and digital tools.
• Escalate unresolved issues, or those requiring deeper expertise, to the appropriate support teams.
• Document investigations, actions and resolutions in our IT service management system.
• Share user feedback and improvement ideas with internal teams to support continuous service development.
• Contribute to maintaining the IT knowledge base and identify opportunities to improve ways of working and processes.

What we expect from you

You will succeed in this role if you are a service-minded problem solver who can remain calm, even in busy or urgent situations. Curiosity and a genuine willingness to investigate, learn and explore new things are critical to success in this role. Not every issue comes with a ready-made answer, which is why we value someone who wants to understand what is causing the problem and find the right solution together with others.

We hope you have:

• At least one year of experience in a Service Desk, IT Support or similar role.
• A degree in IT or equivalent practical experience.
• An interest in IT technology and a basic understanding of computer systems, mobile devices and end-user support.
• Strong analytical skills and a systematic approach to problem-solving.
• Basic knowledge of Windows workstations, Microsoft 365 and Active Directory user administration.
• Experience working with IT service management processes and ticketing systems.
• Fluent English, both written and spoken.
• A customer-oriented, collaborative and responsible way of working.
• A willingness to develop your expertise and take responsibility for the continuous improvement of services.

Considered an advantage

• Experience with ServiceNow or similar IT service management and ticketing systems.
• Knowledge of the ITIL framework.
• Experience from manufacturing or production environments.
• Basic understanding of scripting or automation.
• German, Finnish or Swedish language skills.

What we offer

We offer a meaningful role in an international environment where IT services play an important part in ensuring business and production continuity. You will be supported by a skilled team, have opportunities to continuously learn new things and help develop services that make a difference in the daily work of Outokumpu employees around the world.

Join us to investigate, solve and build a smoother digital everyday experience.