Junior Service Desk Support with German

Service Desk Agent with German

Hybrid from Warsaw

Perm Contract of Employment (UoP)

Salary: 6500-8500 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.

Responsibilities

• 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 escalate 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

Requirements

• 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

We Offer

• 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