Service Desk Agent

Job Description: We are looking for a skilled and customer-focused Service Desk Agent to join our customers newly established support desk in Warsaw . The successful candidate will be responsible for providing onsite technical support to non-technical users, ensuring high levels of service and satisfaction.

Key Responsibilities

Provide first-line IT support to end users, both remotely and onsite, ensuring timely resolution of technical issues. Handle incidents and service requests via phone, email, or ticketing systems in accordance with ITIL/ISO 20000 best practices. Support and troubleshoot Microsoft Office 2013/2016 applications, including Outlook, Skype for Business, Microsoft Teams, Word, Excel, PowerPoint, Microsoft Project, and Visio.

Log, categorize, and escalate issues where appropriate, following established processes. Maintain clear communication with users, ensuring they are informed of progress and resolution. Contribute to documentation and knowledge base articles for common issues and solutions. Adhere to and support ISO 20000-1 standards in IT service management.

Requirements

Minimum 1 year of experience in a service desk or IT support role, preferably assisting non-technical users . Fluent in English (minimum B2 CEFR level) ; Polish language skills are a strong advantage. Proficiency with Microsoft Office 2013/2016 suite at ECDL Advanced level or equivalent. Good understanding of IT service management practices , particularly within an ISO 20000 environment.

Strong communication and interpersonal skills. Must be physically present and working onsite at our customers office in Warsaw . Must have some experience of using Service Now Nice to Have: Experience working in an international or EU agency environment. Familiarity with ITIL framework.

What We Offer

Opportunity to work in a dynamic, multicultural organization. Professional development in a structured IT service environment.