IT Service Desk (PL/ENG/FR)

Devire Outsourcing IT is a B2B collaboration model for IT specialists working on 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.
• Ability to work independently and willingness to learn from colleagues.
• Teamwork skills and 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 languages.
• 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.

• Resolve technical problems and respond to inquiries regarding internal and external computer systems, hardware, software, networks, and telecommunications.
• Diagnose, identify, and isolate issues based on user reports and complaints.
• Analyze problems using personal knowledge and historical ticket data.
• Escalate complex cases to appropriate specialists.
• Respond quickly and provide appropriate solutions.
• Inform management about recurring issues and ticket patterns.
• Record tickets in appropriate tools according to agreed SLA levels.
• Provide remote support to users via dial-in connections, including VPN support.
• Support mobile devices and encrypted USB drives.
• Create profiles and support accounts for Restricted LAN Interconnect and Shared Working Environment.
• Create, update, and maintain process and procedure documentation.
• Send system alert and outage notifications to users.

Required clean criminal record certificate.