Service Desk Specialist

Location: Gdynia

Hybrid model: 1-2 days a week working from the office

Language: Polish & English (fluent in verbal and written communication)

Rate: up to 130 PLN/H net + VAT, B2B / negotiable

Responsibilities:

• Managing, prioritizing, and documenting incoming questions.
• Providing user communication and support by:
• Identifying the correct course of action and resolving issues.
• Offering frontline technical support, assisting users with issues, and guiding them through upgrades.
• Escalating any problems to relevant teams when necessary.
• Facilitating adoption by educating and encouraging users on the benefits and usage of the new system to drive adoption.
• Analyze user inquiries to identify trends and recommend changes to prevent future issues.
• Tracking and reporting key metrics and user feedback to improve service quality.

Requirements:

• Knowledge and understanding of multi-factor authentication (MFA) solutions and Windows Hello for Business are preferable.
• Customer-service experience: ability to understand users' problems, concerns, and needs.
• Strong problem-solving and troubleshooting abilities.
• Self-management, research, and continuous learning skills.
• Excellent organizational skills, including planning, critical thinking, and attention to detail.
• Open-mindedness and strong communication skills.
• Proficiency in Microsoft Excel.
• Ability to collaborate effectively within a project team.

We offer:

• Private medical care (Medicover) and Multisport card.
• Referral program.
• emagine mobile application – easy reporting of working time, quick access to new offers.