IT Service Desk Specialist

About the job: 

Service Desk, as part of KMD Group IT, coordinates IT support services for internal KMD employees across Poland and Denmark. We ensure that all support tickets are properly handled and escalated to other support groups when needed. Our mission is to maintain customer satisfaction at the highest level.

The team currently consists of three dedicated members who work closely together to deliver efficient and friendly support. We value collaboration, continuous improvement, and a proactive approach to solving IT issues and driving service excellence.

Work arrangement: 

During the onboarding period (approximately 2–3 months), we expect you to work on-site full-time at our Warsaw office to ensure a smooth integration and effective knowledge transfer.

After onboarding, you’ll transition to a hybrid work model, with remote flexibility and in-person collaboration every Wednesday at the office.

What you will be doing:

• Providing 1st level support to end-users, ensuring requirements are fully met according to best practices and processes within KMD

• Acting as the single point of contact for all support tickets coming via different communication channels i.e. calls, portals

• Handling tickets according to ITIL methodology

• Cooperating with other internal support groups 

Personal Requirements: 

• Have a minimum of 2 years of experience in a 1st line IT Support Specialist role or a similar position

• Demonstrate knowledge and practical experience with general IT knowledge (infrastructure, networking, software), Microsoft Windows 11 OS, Microsoft Office 365 platform, Active Directory user management, phishing email analysis, and Microsoft Azure Portal

• Have experience in preparing IT documentation/FAQ

• Demonstrate a client-focused and service-oriented attitude

• Be open-minded and eager to learn new things

• Be a team player who willingly shares knowledge with others

• Be fluent in both English and Polish

• Experience with Service Now is a plus 

Recruitment process:

• Initial phone conversation with our Recruitment Partner

• Cognitive test

• On-site technical interview with the Hiring Team

• Video call with future team members

• Final offer

Life at KMD: 

Our workplace reflects our values, and we work hard to create a welcoming and inclusive space where everyone is free to be themselves.

Well-being and autonomy are important to us. So we provide you with everything you need to shape your own career and feel fulfilled.

Being a part of Service Desk support team opens many different paths which you can potentially use for your further development in Group IT. You might have a chance to be part of OnSite support where you can work closely with end users and support IT infrastructure, or if you are more software-oriented supporter, you might be able to join Application Support team or even 3rd level support if you are skilled enough to meet their expectations! 

Join us and build your own future in IT Support!