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.