System Administrator IT Service Desk Support

• 1 to 4 years of experience in IT Service Desk, Help Desk, Technical Support or Desktop Support roles
• Working knowledge of Windows operating systems and Microsoft 365 applications
• Understanding of Active Directory user account management, including password resets and account unlocks
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management
• Basic knowledge of VPN connectivity, endpoint peripherals and contact centre software
• Understanding of ITIL incident management, service request fulfilment and SLA adherence
• Ability to work 24/7 rotational shifts, including weekends and holidays
• Fluent English language skills
• German language skills (desirable)

System Administrator - IT Service Desk Support

Location: Warsaw
Contract Type: 5 months

Job Type: On-site

• Join a 24/7 IT Service Desk supporting enterprise users across multiple channels
• Gain hands-on experience with ServiceNow, Microsoft 365 and Active Directory environments
• Work with established ITIL frameworks and escalation procedures
• Develop your technical troubleshooting skills in a structured support environment

Company Overview

Our client operates a professional IT service desk environment supporting enterprise users across multiple locations. They maintain robust ITSM processes aligned with ITIL best practices, providing structured career development pathways for technical support professionals. The organisation values clear communication, systematic problem-solving and continuous improvement through knowledge sharing and documented procedures.

They are currently seeking an experienced System Administrator to join their IT Service Desk team in Warsaw on a contract basis. This role offers the opportunity to work within a well-established technical support framework, handling diverse IT issues and contributing to service excellence.

Position Overview

As a System Administrator within the IT Service Desk, you'll serve as the primary technical contact for users seeking support across phone, email, chat and self-service channels. You'll diagnose and resolve common IT issues, manage tickets through their full lifecycle, and ensure seamless escalation of complex problems to specialist teams. This position plays a vital role in maintaining business continuity and user productivity across the organisation.

Benefits

While specific benefits details are being finalised, you'll work within a structured IT support environment that values technical excellence and systematic problem-solving. The role offers exposure to enterprise-level ITSM tools and processes, providing solid foundations for career progression within technical support and IT service management.

,[Respond to user enquiries through phone, email, chat and self-service platforms as first point of contact, Log, categorise, prioritise and maintain accurate documentation for all incidents and service requests, Diagnose and troubleshoot technical issues using approved scripts, knowledge articles and standard procedures, Resolve password resets, account unlocks, Microsoft 365 issues, VPN connectivity problems and printer faults, Escalate unresolved or high-impact tickets to Level 2 and Level 3 teams with complete troubleshooting details, Communicate clearly with users regarding ticket status, resolution timelines and next steps, Provide detailed shift handover notes and contribute to knowledge article improvements, Maintain SLA adherence and follow ITIL incident management processes throughout ticket lifecycle] Requirements: Windows, Active Directory, Jira, VPN, ITIL, SLA