Service Desk Agent; M​/K

Service Desk Agent with German (M/K)

Hybrid from Warsaw

Perm Contract of Employment (UoP)

Salary:  PLN gross per month

Full-time job

We are looking for a motivated and customer‑oriented Service Desk Agent to join our international IT support team. In this role, you will act as the first and single point of contact for all IT‑related issues, providing high‑quality support and ensuring excellent user experience.

• Provide first‑level IT support via phone, email, chat, and web channels in a professional manner
• Accurately log, categorize, and prioritize incidents and service requests
• Diagnose and resolve technical issues during the first contact whenever possible (First Time Fix)
• Perform detailed troubleshooting with end users to identify root causes of issues
• Escalate complex or unresolved cases to appropriate internal or external teams
• Manage incidents throughout their entire lifecycle in line with established procedures
• Ensure all tickets are handled within agreed Service Level Agreements (SLA)
• Keep users informed about progress and resolution status
• Identify recurring issues and escalation trends to service management teams
• Support knowledge sharing by creating and maintaining documentation and knowledge base articles
• Assist in onboarding new team members and handle escalations professionally

• Fluency in German and English (minimum B1 level in English)
• At least 1 year of experience in a Service Desk / Helpdesk role
• Basic understanding of IT support processes and ITSM tools
• Strong analytical and problem‑solving skills
• Excellent communication and interpersonal skills
• Customer‑focused approach and strong teamwork skills
• High level of accuracy, reliability, flexibility, and adaptability

• Stable employment based on a permanent contract (UoP)
• Private medical care and sports card
• Access to a flexible benefits system
• Hybrid work model (2 days per week in the office)
• Opportunity to work in an international environment and develop your IT skills