Service Desk Specialist

Thrive IT Systems; Polska; On-site; PLN 72,000 - 96,000; Full time

Job summary

Thrive IT Systems seeks an L1 Service Desk professional fluent in English and Polish, with German or French as an additional requirement, to be the first point of contact for end users and provide basic technical support within the Service Desk function.

Responsibilities include logging and prioritizing incidents, basic troubleshooting of Microsoft 365 apps, Windows, WiFi, VPN, and password resets, adhering to ITIL processes, and escalating complex issues as needed.

Qualifications

• L1 IT Service Desk support with basic troubleshooting.
• Experience handling Microsoft 365 apps, Windows, WiFi, VPN, and password issues.
• Strong ticket management and clear customer communication, following standard support processes.

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 questions, capture error details, and complete basic troubleshooting before escalating.
• Communicate clearly with users, provide updates, and confirm restoration of service before closure.
• Assign and elevate tickets to relevant support teams as needed, ensuring documentation of impact and urgency.
• Follow published roster and 12x5 shift, adhering to attendance and security requirements.
• Meet service levels and quality standards including first contact resolution and customer satisfaction.
• Use knowledge articles and contribute troubleshooting information for review.
• Participate in training, meetings, and process updates to stay current.

Skills

L1 Service Desk

Basic troubleshooting

Microsoft 365

Windows

WiFi

VPN

Account access

Password issues

Ticket management

Customer communication

Tools

ITSM tool

Job description

Contract Duration: The candidates contract will be for 6 Months with extension possibility

Language: English, Polish and German (Both Mandatory)

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 first level 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 end user 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 out of scope issues promptly to the relevant resolver teams with complete troubleshooting details
• Follow ITIL aligned processes and contribute to a consistent and positive end user 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 shift and over leave security data privacy and access control requirements
• Meet defined service levels and quality standards including response and resolution targets ticket documentation quality 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 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

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.