Logo for FNG (Fortitude Nicsa Global) Ltd.

Service Desk Agent

FNG (Fortitude Nicsa Global) Ltd.

Role overview

Qualifications

  • Minimum 1 year of experience in a service desk or IT support role
  • Fluent in English (CEFR B2); Polish language skills are an advantage
  • Proficiency with Microsoft Office 2013/2016 (ECDL Advanced level or equivalent)
  • Knowledge of IT service management practices (ISO 20000); experience with ServiceNow; onsite work in Warsaw

Responsibilities

  • Provide first-line IT support to end users, remotely and onsite, ensuring timely resolution
  • Log, categorize, and escalate incidents and service requests following ITIL/ISO 20000 processes
  • Support and troubleshoot Microsoft Office 2013/2016 applications including Outlook, Skype for Business, Teams, Word, Excel, PowerPoint, Project, and Visio
  • Maintain clear communication with users and contribute to documentation and knowledge base articles

Key facts

  • Remote from: Poland
  • Freelance
  • Junior (1-2 years)
  • Help Desk Technician
  • Polish, English

Hard skills

Other skills

  • Microsoft Office
  • Microsoft Excel
  • Microsoft PowerPoint
  • Virtual Teams
  • Troubleshooting (Problem Solving)
  • Microsoft Outlook
  • Social Skills
  • Communication

About the company

FNG (Fortitude Nicsa Global) Ltd. logo

FNG (Fortitude Nicsa Global) Ltd.

  • IT Services & Consulting
  • 51–200
Fortitude Nicsa Global (FNG) is a leading provider of comprehensive IT services, supporting businesses in over 160 countries with innovative, 24/7 solutions. Our expertise spans hardware maintenance, professional IT services, and specialised wireless network solutions. With multilingual hubs across Europe, Asia, the Middle East, and the Americas, FNG delivers seamless, globally integrated support tailored to meet the unique needs of our clients. As an official Ekahau partner, we specialise in conducting wireless surveys globally, delivering top-tier Wi-Fi planning, optimisation, and troubleshooting services. Our team utilizes advanced Ekahau tools to ensure robust and reliable wireless connectivity in any environment, from corporate offices to large-scale industrial sites. In addition to wireless solutions, FNG offers a full suite of structured cabling services, 5G cellular surveys, and audio-visual (AV) installations. Whether you need scalable network infrastructure, cutting-edge 5G coverage assessments, or seamless AV setups, our experienced team is equipped to handle projects of any size and complexity, ensuring high-quality results every time. Guided by our visionary leadership team, including CEO Katy Upton, CSO Greg Upton, and CTO Renzo Menendez, we are redefining IT support through exceptional customer service and cutting-edge technology. Our OEM-certified engineers focus on extending the life of IT assets, reducing costs, and boosting efficiency. We pride ourselves on offering flexible, custom-built Service Level Agreements (SLAs), tailored to align with our clients' unique requirements and growth objectives. Fortitude Nicsa Global is also officially Great Place to Work accredited, reflecting our commitment to fostering a positive, inclusive, and dynamic workplace. We believe that a supportive work environment drives innovation and excellence, enabling our team to deliver the best outcomes for our clients. Enquire with us today to find out more.
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Job description

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.

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