Requirements

Expected technologies

ITIL

Microsoft windows

Active Directory

service desk

Matrix42

Teams

documentation

Operating system

Windows

Our requirements

• Minimum 2 years of relevant help desk experience
• Experience in coordinating and developing IT support teams
• Completed apprenticeship as IT specialist or equivalent qualification
• Solid knowledge of: Windows operating systems, Standard software and IT hardware, Basic networking (TCP/IP, VPN, client/server)
• Strong communication, teamwork, problem-solving, and customer orientation
• Ability to work independently and take initiative
• Strong organizational and interpersonal skills
• Experience in onboarding and mentoring new team members
• Good English and German language skills (B2)
• CV in English

Optional

• More than 2 years of experience in a global Service Desk environment
• Experience in building support teams in a global support environment
• Advanced knowledge in Windows OS, standard software, IT hardware, and networking
• ITIL Foundation certification
• Fluent English and German language proficiency (C1)
• Intercultural collaboration experience

Your responsibilities

• Coordinate and support the local Service Desk team in Poland, including onboarding and daily task management
• Act as a liaison to global Service Desk leadership
• Contribute to team development, performance tracking, and process improvement
• Act as the Single Point of Contact (SPOC) for global IT users
• Manage support channels including phone, email, and specialized hotlines (e.g., Security, VIP)
• Create, qualify, and prioritize support tickets; escalate or assign to 2nd/3rd level support as needed
• Provide first-level support using knowledge base templates and entries
• Monitor ticket progress and keep users informed
• Contribute to the creation and maintenance of knowledge base articles
• Deliver specialized support through focused teams on key topics