Service Desk Specialist

Nordea; Polska; On-site; PLN 71,000 - 85,000; Full time

Job summary

Nordea Bank Norge ASA is seeking a Service Desk Specialist in Warsaw to provide first-level IT support to end users. You will interact with cross-border teams, document incidents, and help resolve IT issues while working from the new office with flexible shifts.

The role requires English at B2 level, at least one year of relevant experience or education, and a customer-focused, communicative mindset. Hybrid working model and career development opportunities are offered, with a gross PLN 7,000

Qualifications

• English level B2 required.
• At least 1 year of experience in a similar role or relevant education completed.
• Open-minded with a can-do attitude for challenges.
• Strong customer focus and good communication skills.
• Knowledge of incident and request management (ITIL) is a plus.

Responsibilities

• Provide end-user support via phone, chat, or ITSM tools for IT issues and requests.
• Coordinate with other support teams to resolve incidents involving infrastructure and applications.
• Register, prioritize, and document incidents using the incident management procedures.
• Diagnose software and hardware issues to find effective solutions for users.
• Share knowledge with colleagues to implement best practices and improve service.
• Continuously learn and stay updated within your area of responsibility to grow professionally.

Skills

English (B2)

Experience in similar role

Customer focus

Communication skills

ITIL knowledge

Education

Relevant education

Job description

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Welcome to Group Technology, where we pride ourselves on engineering solutions and direct Nordea's transformation by providing a holistic technological view and structured understanding of the bank, and its surrounding environment to enable the Customer Vision and the Business Strategy.

We are looking for a Service Desk Specialist who will be responsible for supporting end users in case of appearing IT issues or standard requests according to defined processes and you will act as first level support. You will work together with other teams in order to solve tasks that require independent assessment and making own decisions on how they should be solved.

Nordea is a place where traditions meet tomorrow. We're not just a bank, we're a tech employer on a mission to evolve finance securely and responsibly. Together, we impact millions of people's daily lives by ensuring they can access our solutions anytime, anywhere, while safeguarding their personal data and wealth. Join us in making an impact on the banking industry.

About our team

Meet the Service Desk and Support team that acts with cross border incident management and request fulfilment, mostly for Scandinavian countries. As the Service Desk Specialist, you will be working with a lot of great colleagues in our new office in Warsaw. Please note we work from Monday till Sunday, covering shifts between 6:00 and 22:00, however, each team covers weekend shifts once every couple of months including Polish public holidays.

We offer a gross salary of PLN 7,000 and the possibility of career development through internships in other IT teams after one year of work experience.

Main responsibilities in this role

• Provide support to end users through all appropriate channels, such as phone, chat or ITSM tools regarding any kind of IT-related issues
• Interact with other support groups in tasks related to IT infrastructure and applications in order to solve incidents
• Register, prioritize and document all incidents reported to the service desk using the relevant tools following the incident management procedure.
• Diagnose software and hardware issues in order to find the right solution and thereby help the end user
• Actively participate in knowledge sharing among colleagues in order to create and implement best practice
• Take responsibility for own learning and keep updated within own area of responsibility to secure continuous competence building and personal growth

Who you are

Your background and skills include

• Communicating freely both in speaking and in writing in English – level B2
• A year of experience from a similar position or relevant education completed
• You are open-minded as a person and can-do approach when dealing with challenges
• You like to work in a role with high customer-focus and have good communication skills
• Knowledge of request and incident management, according to ITIL, will be considered an advantage

What we offer

Collaboration. Ownership. Passion. Courage. These are the values that guide us in how we work and how we make decisions – and that we imagine you share with us.

People are driven by many different factors. For some, it's to take their career to the next level. For others, it's to break new ground within their area of expertise – in other words, with us, you will always move forward.

A culture that fosters performance and growth in one of the largest Nordic banks, offering various opportunities to evolve, develop and learn from brilliant colleagues with diverse backgrounds in a vibrant working environment.

Hybrid working model – we believe in the value of bringing people together and at the same time we embrace the freedom of flexibility.

Diversity and inclusion are a natural part of our daily work. We know that an inclusive workplace is a sustainable one. We genuinely believe that our diverse backgrounds, experiences, characteristics and traits make us stronger together. Every day we strive to find new ways to improve diversity and inclusion within our community e.g. we have signed the European Diversity Charters in the countries where we operate to show our commitment and engage with others to continue learning and improving.

Next steps

Submit your application no later than 31/11/2026.

The recruitment process consists of the following steps

• Preliminary CV selection
• Phone conversation with the recruiter
• Online interview with the hiring leader
• Background & reference check

We enable dreams and aspirations for a greater good.

We build relationships. We add a personal touch to everything we do – when advising our customers, collaborating with colleagues, and meeting our potential candidates.

We learn and develop. We take pride in being experts and thinking ahead. We use our expertise to meet our customers' needs, from the simplest to the most complex. We bring a growth mindset to our work that enables us to focus on a broader perspective in our daily challenges.

We lead change. We are responsible and aware of the impact of our decisions, both for our customers and for our local and global communities. Mindful of our responsibility towards current and future generations, we have made sustainability an integrated part of our business strategy.

We are Nordea. We have a 200-year history of supporting and growing the Nordic economies and our values are deeply rooted in these open, progressive and collaborative societies. As one of the biggest employers in the Nordics, Poland and Estonia, you have excellent opportunities to evolve, develop and move forward with us.

Studies show that members of underrepresented communities don't apply for jobs unless they tick all the qualification boxes. If this is part of why you hesitate to apply, we would like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think.