emagine
Service Desk Specialist / IT ServiceDesk Coordinator
Second-line application support role: resolving tickets, handling escalations, monitoring SLAs, and coordinating incident/service requests for SDLC tools, plus writing knowledge articles. Core stack is ServiceNow with ITIL practices; hybrid with one office day per week in Warsaw or Gdansk, B2B up to 110 PLN/h.
- Compensation
- PLN 110 / hr
- Location
- Warsaw, Poland
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- Minimum 2-3 years of experience in Service Desk coordination or IT support operations
- Good understanding of ticketing tools like ServiceNow
- Practical knowledge of incident, problem, request, and change management
- ITIL awareness and understanding
- Ability to work effectively in an international setting
- Experience in queue management and SLA monitoring
- Experience coordinating escalations among multiple support teams
- Ability to analyze operational data and prepare service reports
- Experience in creating knowledge articles and communications for end-users
- Fluent in English and Polish
Nice to have
- Experience with SDLC platforms such as Jira, Confluence, JFrog, SonarQube, or TeamScale
- ITIL 4 Foundation certification
- Experience with ServiceNow dashboards, reports, and Performance Analytics
- Experience in service reviews and continual service improvement
Full description
- Area: Technology
- B2B: up to 110zł/h (depend on exp. could be higher)
- Location: 1 day per week in the office in Waw or GDA
- Start: ASAP/max 1 month
- Duration: long-term
Main Responsibilities:
- Resolving tickets on 2nd line of application support.
- Manage escalations and resolutions in line with service agreements.
- Monitor and report on service level agreements (SLAs) and performance metrics.
- Coordinate incident and service request handling for SDLC tools.
- Ensure timely assignments and communication throughout the incident lifecycle.
- Create and maintain knowledge articles and end-user communications.
- Analyze operational data to identify trends and service improvement areas.
Key Requirements:
- Minimum 2–3 years of experience in Service Desk coordination or IT support operations.
- Good understanding of ticketing tools like ServiceNow.
- Practical knowledge of incident, problem, request, and change management.
- ITIL awareness and understanding.
- Ability to work effectively in an international setting.
- Experience in queue management and SLA monitoring.
- Experience coordinating escalations among multiple support teams.
- Ability to analyze operational data and prepare service reports.
- Experience in creating knowledge articles and communications for end-users.
- Fluent in English and Polish
Nice to Have:
- Experience with SDLC platforms such as Jira, Confluence, JFrog, SonarQube, or TeamScale.
- ITIL 4 Foundation certification.
- Experience with ServiceNow dashboards, reports, and Performance Analytics.
- Experience in service reviews and continual service improvement.
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