Service Desk Specialist

Metro Services; Szczecin; On-site; PLN 42,000 - 66,000; Full time

Benefits offered by this job

LuxMed private healthcare with co-fund

Group insurance

Subsidized sports card

Employee discounts at MAKRO stores

Job summary

Metro Services in Szczecin, Poland, invites applications for an IT/Service Desk role focused on frontline support without leadership duties. You will handle first-line requests, help users resolve issues, and ensure timely data entry in line with SLA.

You will work with colleagues across METRO groups, manage a Jira ticket queue, maintain the knowledge base, and support access provisioning. This on-site position offers stable employment in a global organization with development opportunities and

Qualifications

• Secondary education or university degree (IT degree not required).
• Very good knowledge of English.
• Able to think analytically.
• Willingness to take action and persevere in task execution.
• Self-discipline and ability to work under time pressure.
• Great team working skills.

Responsibilities

• Provide 1st level IT support for system users.
• Manage ticket queue in Jira.
• Collaborate with customers within METRO group (it's not a call center).
• Enter data promptly into the system in accordance with SLA.
• Monitor the ticket queue to reduce open tickets.
• Assist in providing access to the system for users.
• Collaborate with colleagues from own and related teams.
• Resolve customer issues using the solution catalogue.
• Maintain and develop the solution catalogue.
• Ensure the team knowledge base is updated regularly.

Skills

Analytical thinking

English proficiency

Team collaboration

Time management

Self-discipline

Perseverance

Education

Secondary education or university degree

Tools

Jira

Job description

Position Overview

Professionals without leadership responsibility; IT/SAP/Service Desk; Full time; Szczecin, Województwo zachodniopomorskie, Poland.

Job Description

• 1st level of support for system users in resolving requests
• Ticket queue management in the Jira system
• Cooperation with customers within METRO group (it's not a call center)
• Timely data entry into the system in accordance with the designated SLA level
• Ongoing monitoring of the ticket queue aimed at reducing the number of open tickets
• Support in providing access to the system for users
• Cooperation with colleagues from own and related teams
• Solving customer issues based on solution catalogue
• Maintenance and development of solution catalogue
• Ensuring that the team knowledge base is updated on an ongoing basis

Qualifications

Our requirements:

• Secondary education or university degree (IT degree not required)
• Very good knowledge of English
• Ability to think analytically
• Readiness to take action and demonstrate perseverance in task execution
• Self-discipline and ability to work under time pressure
• Great team working skills

Security and Scale

Stable employment in a global organization with strong foundations and international reach.

Clear development paths, internal recruitment, and opportunities to grow across different areas of the business.

Learning and Development

Access to training programs, language courses, and talent development initiatives.

Daily collaboration with global stakeholders and the chance to use foreign languages in practice.

LuxMed private healthcare with employer co funding, offering more affordable medical care.

Relocation Support

Practical assistance with moving and settling into Szczecin.

Group insurance, a subsidized sports card, and employee discounts at MAKRO stores.

Community and Impact

Team events, referral bonuses, and the opportunity to engage in CSR initiatives that make a real difference.