Your responsibilities

• Coordinate and support the local Service Desk team in Poland, including onboarding and daily task management
• Act as a liaison to global Service Desk leadership
• Contribute to team development, performance tracking, and process improvement
• Act as the Single Point of Contact (SPOC) for global IT users
• Manage support channels including phone, email, and specialized hotlines (e.g., Security, VIP)
• Create, qualify, and prioritize support tickets; escalate or assign to 2nd/3rd level support as needed
• Provide first-level support using knowledge base templates and entries
• Monitor ticket progress and keep users informed
• Contribute to the creation and maintenance of knowledge base articles
• Deliver specialized support through focused teams on key topics

Our requirements

• Minimum 2 years of relevant help desk experience
• Experience in coordinating and developing IT support teams
• Completed apprenticeship as IT specialist or equivalent qualification
• Solid knowledge of: Windows operating systems, Standard software and IT hardware, Basic networking (TCP/IP, VPN, client/server)
• Strong communication, teamwork, problem-solving, and customer orientation
• Ability to work independently and take initiative
• Strong organizational and interpersonal skills
• Experience in onboarding and mentoring new team members
• Good English and German language skills (B2)
• CV in English

Optional

• More than 2 years of experience in a global Service Desk environment
• Experience in building support teams in a global support environment
• Advanced knowledge in Windows OS, standard software, IT hardware, and networking
• ITIL Foundation certification
• Fluent English and German language proficiency (C1)
• Intercultural collaboration experience

Technologies we use

What we offer

• A challenging work in an innovative Shared Services Center in Poznan

• A stable work in an international organization

• Participation in interesting projects

• Development opportunities and a wide range of training, including subsidised language courses

• Private medical care

• A multisport card

• Housing loans and a loan and assistance fund

• Annual bonus

• Flexible working hours and the possibility to work remotely up to 8 days a month

• Subsidies for commuting more than 30 km from PxCW

• A referral bonus