IT Service Desk

Devire Outsourcing IT is a collaboration model for IT specialists based on self-employment (B2B), delivering projects for clients with innovative and modern initiatives. The client is a global technology organization in the aerospace and defense sector, executing international projects with high security standards.

• Basic knowledge of Microsoft operating systems.
• Experience supporting users with Microsoft Outlook and Microsoft Office suite.
• Very good command of Polish and English, both spoken and written.
• High communication skills and a professional user service attitude.
• Ability to conduct phone conversations according to professional customer service standards.
• Independence, responsibility, and willingness to learn from more experienced team members.
• Teamwork skills and initiative in daily tasks.
• Readiness to work in shifts according to the schedule.

Nice to have:

• Experience working in Service Desk / Helpdesk / IT Support.
• Knowledge of ITSM processes and basic ITIL.
• Experience supporting VPN / Remote Access.
• Experience supporting mobile devices.
• Basic knowledge of computer networks, including wireless environments.
• Flexible approach, "can-do" attitude, and good time management.

• Handling user requests related to computer hardware, software, networks, and telecommunication systems.
• Diagnosing, identifying, and isolating technical problems based on user reports.
• Analyzing issues using personal knowledge, knowledge bases, and previous ticket history.
• Providing remote support to users, including VPN and remote work assistance.
• Supporting mobile devices and encrypted USB drives.
• Escalating complex issues to appropriate specialists or technical teams.
• Logging tickets in the dedicated system according to procedures and SLA.
• Monitoring recurring problems and reporting them to supervisors.
• Creating, updating, and maintaining process documentation and procedures.
• Sending system messages, alerts, and outage information to users.

Work is performed remotely with shift hours covering 14:00-22:00 or 6:30-14:30 to support users in the USA.