Service Desk Analyst (Polish)

Careerxtra; Lisboa; On-site; EUR 32,000 - 46,000; Full time

Benefits offered by this job

Access to 5,000+ free courses

Attractive salary and allowances

4 weeks of paid vacation

Dynamic work environment with wellness activities

Job summary

A leading outsourcing consultancy in Lisbon is seeking a Service Desk Analyst fluent in Polish and English. The ideal candidate will be responsible for handling IT-related issues, ensuring timely resolutions, and maintaining high customer service standards. Candidates should have experience in IT service desks along with a relevant degree. The role offers attractive benefits including paid vacation and access to numerous training resources.

Qualifications

• 1-3 years in IT Service Desk or Technical Support.
• Familiarity with ITSM tools.
• Understanding of SDLC and operating systems.
• Bachelor’s in IT/CS or related field or equivalent.
• Familiarity with ITSM concepts and tools.

Responsibilities

• Serve as the primary point of contact for users.
• Log and document incidents in ITSM tool.
• Ensure timely resolution of user issues.
• Manage incident handling and escalation processes.
• Provide regular updates until closure.
• Take ownership and provide updates until closure.
• Maintain professional customer service in all interactions.
• Work independently and in a team.
• Handle multiple tasks with minimal supervision.
• Adhere to policies and quality standards.
• Support KPI targets to minimize business impact.
• Participate in process improvements and add-on tasks.

Skills

Fluent in Polish

Proficiency in English

Strong problem-solving skills

Customer-focused mindset

Time management

Adaptability

Education

Bachelor's degree in IT or Computer Science

Tools

ServiceNow

BMC Remedy

HPSM

CA Service Desk

SAP

Job description

About the job Service Desk Analyst (Polish)

We areworking with a leading Outsourcing/BPO consultancy who is seeking to onboard a Polish speaking Service Desk Analyst for their Budapest office.

Position: Service Desk Analyst

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Serve as the primary point of contact for users via phone, chat, email, and self-service portal for IT-related issues and service requests
• Log and document incidents, service requests, and resolutions accurately in the IT Service Management (ITSM) tool.
• Ensure timely resolution of user issues within defined service-level agreements (SLAs) and ticket lifecycles.
• Coordinate with internal teams or resolver groups to facilitate issue resolution when necessary.
• Manage incident handling, escalation processes, and follow-up communications effectively.
• Take ownership of user issues, monitor progress, and provide regular updates until closure.
• Maintain a high level of customer service and professionalism in all interactions.
• Work independently as well as collaboratively within a team environment.
• Handle multiple tasks and priorities efficiently with minimal supervision.
• Adhere to company and client policies, procedures, and quality standards.
• Support and comply with all Key Performance Indicator (KPI) targets to minimize business impact.
• Ensure schedule adherence, including obtaining pre-approval for breaks or time off as required.
• Participate in process improvement initiatives and perform additional tasks contributing to service enhancement.

REQUIREMENTS:

• Fluent in Polish, both oral and written. As well as proficiency in English.
• 1-3 years in IT Service Desk, Application Support, or Technical Support (L1L2).
• Bachelors degree in IT, Computer Science, or a related field (or equivalent experience).
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, HPSM, or CA Service Desk.
• Understanding of IT concepts such as SDLC, operating systems, and database technologies.
• Experience in SAP or other enterprise applications support.
• ITIL Foundation, MCSE, or equivalent.
• Strong problem-solving and analytical abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage time effectively and remain organized under pressure.
• Self-motivated, proactive, and adaptable in a dynamic work environment.

BENEFITS:

• Access to 5,000+ free courses, practice tools, and certifications, focusing on advanced technologies
• Attractive salary and allowances based on role and experience
• 4 weeks of paid vacation annually
• Enjoy a dynamic, supportive work environment with regular celebrations, wellness activities, and strong team camaraderie