About the role
As a Service Desk Analyst, you’ll be the first point of contact for users who need IT help. You'll solve problems, guide users step by step and work closely with technical teams to get issues fixed on time.
This is a great opportunity to build hands-on IT experience and develop your technical and customer service skills in an international environment.
Your daily tasks:
- Be the human expert behind AI-powered support. Simple requests are increasingly handled by self-service and chatbots, so you'll focus on the issues that need real problem-solving and a personal touch
- Resolve IT requests and incidents across software, hardware, laptops and mobile devices, by phone, chat, email and our self-service portal
- Connect remotely to users' devices to fix issues directly and guide users step by step
- Own each ticket from start to finish, with clear, high-quality records in our IT Service Management tool (AI-supported logging and English documentation)
- Work with 2nd and 3rd level teams (Network, Server, Application and others) to escalate and resolve cases on time and within agreed service levels (SLAs)
- Spot problems before users do: flag recurring issues and trends, and suggest ideas for automation and self-help
- Help users get the most from their applications and digital tools, and support their adoption of new technology
- Support users in German and Polish, with AI-assisted translation to and from English that you review for accuracy
Our requirements:
- Very good command of German and Polish, with good communication skills in English
- Flexibility to work in a 24/7 shift model, including weekends. Working across different shifts gives you broader exposure, varied experience and the opportunity to support users in a truly global environment
- Interest in IT, technology and troubleshooting
- A customer-focused mindset and willingness to help others
- Strong analytical and communication skills
- A logical, step-by-step approach to solving problems
- Willingness to learn new technologies, tools and processes
- Basic knowledge of Windows, Microsoft 365, hardware or IT support concepts is an advantage
- Previous Service Desk or technical support experience is welcome, but not essential
What do we offer?
- Remote work
- Competitive salary with annual salary reviews
- Opportunity to use foreign languages and the newest technologies on a daily basis
- Indefinite period employment contract after probation period
- Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)
- Sport's card (Multisport)
- Private medical care for you and your family
- Private life insurance
- Access to wide range of learning & development platforms
- Discounted theatre tickets
- Work in a multicultural environment