Senior Service Desk Specialist

Nasze wymagania: 2-5 years of experience in Service Desk or IT Support roles Strong knowledge of Windows OS, networking basics, IT hardware, and enterprise productivity tools Ability to diagnose and resolve complex technical issues Experience with ticketing systems Clear and professional communication skills for users and technical teams Good organizational skills and ability to manage multiple priorities English proficiency (min. B2) Mile widziane: Experience supporting retail environments Knowledge of Active Directory, Microsoft 365, endpoint management, and remote support tools Understanding of ITIL processes (Incident, Problem, Change Management) Experience in IT projects, deployments, or service improvement initiatives O projekcie: This role combines advanced hands-on technical support with operational responsibility, acting as an escalation point for complex incidents and a subject matter expert within the Service Desk function. You will work closely with higher-tier support teams, vendors, and business stakeholders while contributing to continuous service improvement. Zakres obowiązków: Resolving complex IT incidents and service requests, performing indepth diagnostics and ensuring timely and effective resolution across office and retail store environments Acting as an escalation point for Junior Service Desk Specialists, offering guidance, coaching, and support to improve team capability and service quality Providing technical support for advanced retail environments (POS systems, network infrastructure, IT equipment) Coordinating high-priority incidents and communicating with business users Cooperating with 2nd and 3rd line support teams and external vendors Leading problem management activities by identifying recurring issues, conducting rootcause analysis, and supporting the implementation of permanent corrective actions Creating and updating technical documentation and knowledge base articles Supporting IT asset management and equipment inventory processes Participating and occasionally lead small to medium IT projects, deployments, and service improvements Oferujemy: Opportunity to gain experience in an international working environment Stable employment Attractive remuneration conditions Opportunities for professional growth and promotion Friendly working atmosphere