Service Desk Specialist

Univio; Wrocław; On-site; PLN 60,000 - 76,000; Full time

Job summary

Univio in Wrocław is seeking an enthusiastic Service Desk specialist to support employees with hardware, software, and IT tools. You will diagnose issues, service laptops, monitors, printers, and mobile devices, and liaise with teams across the company.

The role emphasizes strong communication, problem solving, and timely ticket handling using standard processes. You will participate in maintaining inventory, documenting procedures, and improving day-to-day IT support.

Qualifications

• Experience in delivering IT support to end users.
• Strong communication skills and customer service mindset.
• Ability to diagnose hardware and software issues.
• Familiarity with ticketing systems and prioritization.
• Knowledge of operating systems and common business software.

Responsibilities

• Provide hands-on support for laptops, monitors, printers, phones and other peripherals.
• Diagnose and resolve issues across Windows, Linux, macOS, Android and iOS.
• Assist with Microsoft 365, VPN, Active Directory and Azure AD related tasks.
• Maintain hardware inventory and support purchasing processes.
• Create and update technical and process documentation.
• Escalate to Infrastructure teams per agreed processes.
• Improve Service Desk processes and handle day-to-day IT support.

Job description

Service Desk

For the IT team at Univio, we are looking for a person to join our Service Desk area and support company employees in their daily use of hardware, systems, and IT tools.

This is a role close to users, infrastructure, and internal processes. Both technical proficiency and the ability to communicate with people from different teams will be important here — from office administration and marketing to technology teams.

Responsibilities

• Practical skills in diagnosing and repairing computer hardware: laptops, monitors, docking stations, printers, phones
• Knowledge of operating systems: Windows 11, Linux, macOS, Android, iOS
• Familiarity with tools and environments: Microsoft 365, VPN, Active Directory, Azure AD
• Knowledge of computer networks: LAN / WAN / WLAN
• Experience working with Jira and Confluence
• Ability to think analytically and solve problems under time pressure
• Very good communication skills and a focus on providing professional support to internal stakeholders

Requirements / Your Skills

• Supporting company employees with computer hardware, systems, and basic IT issues
• Diagnosing and resolving issues related to laptops, docking stations, monitors, printers, phones, and accessories
• Installing and configuring computer hardware and software
• Handling requests in the ticketing system, assessing priorities, and escalating according to the agreed process
• Cooperating with people responsible for infrastructure, IT systems, and other technology areas
• Maintaining the hardware inventory and supporting the purchasing process
• Managing inventory records for hardware, software, and company domains
• Creating and updating technical and process documentation
• Improving Service Desk processes, especially in areas involving recurring L1 requests
• Providing ongoing technical support for the day-to-day functioning of the office