Service Desk SME with German

Treść oferty

For our client, a modern and rapidly developing international technology & consulting company, we are currently looking for Service Desk Subject Matter Expert with strong communication skills, customer focus, and very good command of German and English .

Location: Warsaw (Wola) – hybrid model (after onboarding: 2–3 days/week from the office)

Your responsibilities: .

• Act as a first point of escalation for complex software and hardware issues within the Service Desk team.
• Provide high‑quality IT support and ensure accurate diagnostics for user‑reported incidents.
• Assist users via phone, email, chat, voicemail, and web interface, ensuring a professional and customer‑focused approach.
• Deliver remote troubleshooting using dedicated support tools and guide users through clear, step‑by‑step solutions.
• Cooperate closely with 2nd and 3rd line teams, ensuring efficient incident resolution and knowledge transfer.
• Maintain full ownership of tickets, ensuring proper categorization, documentation, and timely follow‑up.
• Escalate unresolved or high‑impact cases to specialized teams and monitor progress until closure.
• Support continuous improvement by identifying recurring issues and contributing to knowledge base updates, process enhancements, and team training.
• Act as a subject matter expert for selected tools, processes, or service areas, supporting junior team members and onboarding activities

What we expect:

• Very good command of German (B2/C1) and English (B1/B2).
• Solid understanding of Windows OS, MS Office, internet browsers, and basic IT infrastructure concepts.
• Previous experience in Service Desk / IT Support - minimum 3-5 years
• Minimum high school education; university studies are an advantage.
• Willingness to work from the Warsaw office (initially full‑time onsite for 2–3 months; later hybrid 2–3 days onsite).
• Strong customer‑centric mindset, analytical thinking, and ability to work collaboratively in a team environment.
• Proactive attitude, ownership, and readiness to act as a knowledge reference point for colleagues.

Benefits:

• Permanent employment contract after probation.
• Annual salary reviews.
• MyBenefit platform.
• Multisport card.
• Private medical care for you and your family.
• Life insurance.
• Access to learning & development platforms.
• Discounted theatre tickets.
• Multicultural work environment and long‑term project stability.

W celu złożenia aplikacji prosimy o kliknięcie przycisku „Aplikuj teraz“ i postępowanie zgodnie z instrukcjami. W przypadku wcześniejszych spotkań w firmie Grafton, prosimy o bezpośredni kontakt z konsultantem prowadzącym. Podane stawki wynagrodzeń są stawkami brutto, na podstawie badania wynagrodzeń Grafton Recruitment. Ostateczna wartość wynagrodzenia zależy od stopnia dopasowania kompetencji Kandydata do wymogów opisanych w ofercie. Oferty pracy Grafton Recruitment nie są ofertami w rozumieniu Kodeksu Cywilnego (podst. Prawna art. 66 i 71 K.C.). Uprzejmie informujemy, że zapoznajemy się ze wszystkimi aplikacjami, a kontaktujemy się z wybranymi osobami. Gwarantujemy dyskrecję.

Grafton Recruitment Sp. z o.o. jest Agencją Zatrudnienia nr 20329.

Więcej podobnych ofert pracy na