Service Desk Technical Specialist

ZF Group; Wrocław; Hybrid; PLN 90,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Private medical care (Medicover)

Sports and fitness benefit (Medicover)

Financial contribution towards meals"

Global Referral Program

Ongoing learning and development via Z

Job summary

ZF Group is seeking a Service Desk Technical Specialist to provide comprehensive technical support to customers via phone, email, and ticketing systems. You will diagnose and resolve hardware, software, and system-related issues while delivering expert product guidance and acting as a trusted advisor.

In a hybrid work environment, you will build strong customer relationships, analyze system logs, and collaborate with internal teams to implement solutions.

Qualifications

• Experience in technical support, service desk, help desk, or customer support environment.
• Knowledge of Microsoft operating systems and basic IT troubleshooting principles.
• Ability to analyze system logs and technical reports.
• Strong communication and interpersonal skills.
• Customer-oriented mindset with excellent relationship-building abilities.
• Proactive, self-driven, and solution-oriented approach to problem-solving.
• Strong analytical skills, attention to detail, and ability to work under pressure.
• Flexibility, teamwork, and willingness to continuously learn and develop.
• Fluent in Polish and English, an additional European language is an advantage.

Responsibilities

• Provide technical support to customers via phone, email, and ticketing systems.
• Register, prioritize, investigate, and resolve incidents and service requests according to defined priorities.
• Diagnose and troubleshoot hardware, software, and system-related issues.
• Analyze system logs, reports, and technical information to identify root causes and implement solutions.
• Report defects and collaborate with internal teams on testing and solution validation.
• Create, maintain, and improve knowledge base articles and technical documentation.
• Build and maintain strong customer relationships while ensuring high customer satisfaction.
• Ensure compliance with company policies, safety regulations, and environmental standards.

Skills

Technical support

Microsoft OS

Log analysis

Communication

Customer focus

Problem solving

Analytical thinking

Teamwork

Polish & English

Tools

Ticketing systems

Job description

As a Service Desk Technical Specialist, you will provide comprehensive technical support to customers, ensuring a high level of service quality and professional product guidance. You will diagnose and resolve technical issues reported through Salesforce, phone, and email channels while acting as a trusted advisor and key point of contact for customers.

This role combines technical troubleshooting, customer service, and problem-solving. Success requires strong technical aptitude, excellent communication skills, a customer-focused mindset, and the ability to work effectively in a fast-paced environment.

Your Tasks as Service Desk Technical Specialist:

• Provide technical support to customers via phone, email, and ticketing systems.
• Register, prioritize, investigate, and resolve incidents and service requests according to defined priorities.
• Diagnose and troubleshoot hardware, software, and system-related issues.
• Analyze system logs, reports, and technical information to identify root causes and implement solutions.
• Report defects and collaborate with internal teams on testing and solution validation.
• Create, maintain, and improve knowledge base articles and technical documentation.
• Build and maintain strong customer relationships while ensuring high customer satisfaction.
• Ensure compliance with company policies, safety regulations, and environmental standards.

Your Profile as Service Desk Technical Specialist:

• Experience in a technical support, service desk, help desk, or customer support environment.
• Knowledge of Microsoft operating systems and basic IT troubleshooting principles.
• Ability to analyze system logs and technical reports.
• Strong communication and interpersonal skills.
• Customer-oriented mindset with excellent relationship-building abilities.
• Proactive, self-driven, and solution-oriented approach to problem-solving.
• Strong analytical skills, attention to detail, and ability to work under pressure.
• Flexibility, teamwork, and willingness to continuously learn and develop.
• Fluent in Polish and English, an additional European language is an advantage.

What you can expect:

You will join a collaborative and customer-focused environment where technical expertise, teamwork, and continuous improvement are highly valued. We believe in empowering employees to take ownership, develop their skills, and make a meaningful impact on customer success. You will work alongside experienced professionals and have the opportunity to build deep technical knowledge while supporting leading technologies and solutions.

In this challenging and rewarding environment, we offer you:

• Hybrid work model
• Private medical care (Medicover)
• Sports and fitness benefit (Medicover Sport)
• Financial contribution towards meals in the company cafeteria
• Global Referral Program
• Ongoing learning and development opportunities through ZF training programs.