Service Desk Specialist / IT ServiceDesk Coordinator
Summary
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.
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.