IT Service Desk (PL/ENG/FR)

Devire Outsourcing IT is a B2B collaboration model for IT specialists, delivering projects for leading clients in innovative and modern fields. The client is an international organization operating in the defense, aerospace, and space industry.

• Basic knowledge of Microsoft operating systems.
• Experience with Microsoft Outlook and Microsoft Office suite.
• Independence and willingness to learn from colleagues.
• Ability to work in a team and show initiative.
• Very good command of Polish and English, both spoken and written.
• Documented high competence in customer service.
• Professional telephone communication skills.
• Communicative knowledge of Polish, English, and French.
• Required clean criminal record certificate.

Nice to have:

• Professional telephone communication skills.
• Dynamic and flexible "can-do" attitude.
• Experience with ITSM systems and ITIL methodology.
• Experience supporting VPN and remote access.
• Experience supporting mobile devices.
• Knowledge of network environments, including wireless networks.
• Experience in Service Desk or technical computer support roles.
• Very good time management skills.

• Resolving technical problems and responding to inquiries about internal and external computer systems, hardware, software, networks, and telecommunications.
• Diagnosing, identifying, and isolating issues based on user reports and complaints.
• Analyzing problems using personal knowledge and historical ticket data.
• Escalating complex cases to appropriate specialists.
• Providing timely and appropriate solutions.
• Informing management about recurring problems and ticket patterns.
• Logging tickets in tools according to agreed SLA levels.
• Providing remote support to users via dial-in connections, including VPN support.
• Supporting mobile devices and encrypted USB drives.
• Creating profiles and supporting Restricted LAN Interconnect and Shared Working Environment accounts.
• Creating, updating, and maintaining process and procedure documentation.
• Sending system alert and outage notifications to users.

Required clean criminal record certificate.