IT Service Desk Analyst

• 6-8 years of experience in IT Service Desk or similar technical support role
• Fluent Dutch language skills (E3 level) - essential
• Fluent English language skills (E3 level) - essential
• Strong knowledge of Service Desk Management principles and practices
• Experience providing technical support for desktop hardware and software
• Proven ability to troubleshoot and resolve technical issues remotely
• Familiarity with IT Service Management tools and ticketing systems
• Excellent communication skills across multiple channels including phone, email and chat
• Ability to document technical information clearly and accurately in English
• Strong customer service orientation with focus on user satisfaction
• Experience working to service level agreements and quality standards
• Capability to work effectively within a team and collaborate with technical specialists

Location: Warsaw

Contract Type: 6 Months

Job Type: Hybrid

• Act as the single point of contact for all IT support across multiple channels
• Work with cutting-edge remote support tools and IT Service Management systems
• Fluent Dutch and English language skills essential (E3 level)
• Gain exposure to diverse technical environments including desktop, mobile and network infrastructure
• Contribute to knowledge management and continuous improvement initiatives

Company Overview

Our client is an established technology services organisation delivering comprehensive IT support solutions to clients across Europe. They specialise in providing multi-channel service desk operations, combining technical expertise with exceptional customer service. The organisation is committed to maintaining high-quality standards and invests in ongoing training and development for their teams. With a focus on building long-term client relationships, they create environments where technical professionals can develop their skills whilst working on varied and challenging support scenarios.

They are currently seeking an experienced IT Service Desk Analyst with fluent Dutch and English language skills to join their Warsaw-based team. This contract role offers the opportunity to work in a structured, quality-focused environment where your technical expertise and communication skills will directly impact customer satisfaction.

Position Overview

As an IT Service Desk Analyst, you'll serve as the first line of technical support for end users experiencing IT-related issues. This role requires you to manage the complete lifecycle of incidents and service requests, from initial contact through to resolution or escalation. You'll work across multiple communication channels, providing both technical solutions and clear guidance to users whilst maintaining accurate documentation in English. Your ability to communicate effectively in both Dutch and English will be essential as you support a diverse user base and collaborate with technical teams to ensure timely resolution of issues.

Benefits

Whilst specific benefits details are to be confirmed, you'll work within a structured support environment where quality and customer satisfaction are prioritised. The role offers exposure to diverse technical scenarios and the opportunity to develop your skills through ongoing training programmes. You'll collaborate with experienced technical teams across multiple support levels, gaining valuable experience in enterprise IT support operations whilst utilising your language skills in a professional, international setting.

,[Provide first-level technical support for hardware and software issues across desktops, laptops and mobile devices, Handle incoming requests via telephone, email, chat and web interface, responding within agreed timeframes, Diagnose and resolve technical problems by providing step-by-step guidance to users, Deliver advanced remote support using remote control tools to troubleshoot customer systems, Document all interactions and technical solutions in the IT Service Management tool in English, Own tickets throughout their lifecycle, ensuring all relevant information meets quality guidelines, Escalate unresolved cases to appropriate second and third-level support teams, Communicate effectively with technical teams and end users to meet service level agreements, Translate user communications between English and Dutch when required, Instruct users on application systems and ICT processes, Create and update knowledge base articles documenting technical solutions and best practices, Share lessons learned and facilitate knowledge transfer with colleagues, Participate in training sessions to learn new technologies, tools and processes] Requirements: Service Desk Management , IT Service Management, Support, Troubleshoot