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 and remote 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.