Service Desk Specialist / IT ServiceDesk Coordinator

• Area: Technology
• B2B: up to 110zł/h (depend on exp. could be higher)
• Location: 1 day per week in the office in Waw or GDA
• Start: ASAP/max 1 month
• Duration: long-term

Main Responsibilities

• Resolving tickets on 2nd line of application support.
• Manage escalations and resolutions in line with service agreements.
• Monitor and report on service level agreements (SLAs) and performance metrics.
• Coordinate incident and service request handling for SDLC tools.
• Ensure timely assignments and communication throughout the incident lifecycle.
• Create and maintain knowledge articles and end-user communications.
• Analyze operational data to identify trends and service improvement areas.

Key Requirements

• Minimum 2-3 years of experience in Service Desk coordination or IT support operations.
• Good understanding of ticketing tools like ServiceNow.
• Practical knowledge of incident, problem, request, and change management.
• ITIL awareness and understanding.
• Ability to work effectively in an international setting.
• Experience in queue management and SLA monitoring.
• Experience coordinating escalations among multiple support teams.
• Ability to analyze operational data and prepare service reports.
• Experience in creating knowledge articles and communications for end-users.
• Fluent in English and Polish

Nice to Have

• Experience with SDLC platforms such as Jira, Confluence, JFrog, SonarQube, or TeamScale.
• ITIL 4 Foundation certification.
• Experience with ServiceNow dashboards, reports, and Performance Analytics.
• Experience in service reviews and continual service improvement.