Service Desk Analyst

Job Description: Service Desk Analyst

Location: Warsaw, Poland

Contract Type: Long-Term Contract

Day Rate: PLN 400 - PLN 600

About the Role:

We are seeking a highly motivated and experienced Service Desk Analyst to join our team in Warsaw, Poland.

The ideal candidate will have a strong understanding of ITIL/ITSM frameworks and a proven track record of providing excellent customer support in a fast-paced environment.

Key Responsibilities:

• Incident Management:

• Receive, log, and classify incoming incidents and requests.
• Diagnose and resolve technical issues related to hardware, software, and network components.
• Escalate complex issues to higher-level support teams as needed.
• Provide timely updates and resolutions to customers throughout the incident lifecycle.

• Problem Management:

• Identify and analyze recurring incidents to identify root causes.
• Implement preventive measures to avoid future occurrences of similar problems.
• Contribute to the development of knowledge base articles and FAQs.

• Request Fulfillment:

• Process and fulfill standard service requests efficiently and accurately.
• Ensure adherence to service level agreements (SLAs) and KPIs.

• Customer Service:

• Provide exceptional customer service by actively listening to customers' needs and resolving their issues in a professional and timely manner.
• Build and maintain positive relationships with customers.

Required Skills and Experience:

• Proven experience working in an ITIL/ITSM environment.
• Strong technical knowledge of hardware, software, and network troubleshooting.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Fluency in Polish and English is essential. Additional languages (e.g., German, French) would be a significant advantage.

Benefits:

• Competitive day rate.
• Long-term contract opportunity.
• Collaborative and supportive work environment.
• Opportunities for professional development.
• Hybrid working (1-2 days onsite requirement per week).

If you are a dedicated Service Desk Analyst with the skills and experience we are looking for, please submit your resume and cover letter.