IT Helpdesk / Service Desk
Job Description
Key Responsibilities
- Provide 1st-line IT support via phone, email, chat, and ticketing systems.
- Diagnose and resolve issues involving Windows, Microsoft 365, applications, printers, and peripherals.
- Create, update, prioritize, and close incidents and service requests in an ITSM/ticketing system.
- Troubleshoot user account, password, VPN, network, and access issues.
- Perform user onboarding/offboarding and basic account administration.
- Install, configure, and maintain laptops, desktops, mobile devices, and other IT equipment.
- Escalate unresolved incidents to 2nd/3rd-level support teams.
- Maintain accurate documentation and knowledge-base articles.
- Follow ITIL/service-management procedures and agreed SLAs.
- Communicate clearly with users and keep them informed about incident progress.
- Support IT security policies, endpoint-management procedures, and company standards.
- Participate in IT projects and continuous-improvement initiatives when required.
Responsibilities Duties:
Required Qualifications
- Previous experience in IT Helpdesk, Service Desk, Technical Support, or Desktop Support.
- Good knowledge of Windows operating systems and Microsoft 365.
- Basic understanding of TCP/IP, DNS, DHCP, VPN, LAN/Wi-Fi, and common networking concepts.
- Experience with ITSM/ticketing tools such as ServiceNow, Jira Service Management, or similar.
- Familiarity with Active Directory / Entra ID and user/account administration.
- Strong troubleshooting and problem-solving skills.
- Good customer-service and communication skills.
- Ability to prioritize multiple incidents and work according to SLAs.
- English: good professional working proficiency.
- Polish: often required for local-user support, depending on the employer and team.