We are looking for an IT Service Desk Specialist (1st Line Support) who will provide high-quality technical support to end users within a banking environment. You will ensure timely incident resolution, maintain strong communication standards, and collaborate with on-site teams in Warsaw. This role is ideal for someone who is proactive, structured, and customer-focused.

Location: Warsaw (first 2 months on-site, then 50% hybrid)

Start date: ASAP / within 1 month

Industry: Banking / Financial Services

IT Service Desk Specialist

Your responsibilities

• Provide first-line IT support to end users, ensuring timely resolution of incidents and service requests in line with agreed SLAs and KPIs.
• Actively monitor and manage support queues, reducing wait times and preventing delays to business operations.
• Escalate complex or unresolved incidents to second-line or specialized teams, ensuring accurate documentation and smooth handover.
• Maintain clear, professional, and effective English communication with end users, providing updates and guidance throughout issue resolution.
• Document incidents, solutions, and procedures in the IT knowledge base, contributing to continuous service improvement.
• Collaborate closely with the on-site team in Warsaw, sharing knowledge, best practices, and operational insights.
• Follow internal IT processes, security standards, and compliance requirements specific to the banking sector.
• Diagnose and troubleshoot:
• Active Directory (user accounts, access rights, password resets)
• VPN connectivity issues
• Remote Desktop access problems
• Microsoft Office 365 applications and services
• Windows Hello for Business authentication issues

Our requirements

• Experience in IT Service Desk / IT Support (L1).
• Practical knowledge of:
• Active Directory administration
• VPN and Remote Desktop troubleshooting
• Office 365 tools and services
• Windows 10/11 endpoint support
• Strong communication skills in English (B2+).
• Ability to work on-site in Warsaw for the first 2 months; hybrid system (50% remote) afterwards.
• Customer-oriented mindset and ability to work under time pressure.
• Experience working in a banking or regulated environment.
• Familiarity with ITIL processes and ticketing systems (e.g., ServiceNow, Jira, Remedy).
• Knowledge of security/compliance standards in financial services.