Overview
Join to apply for the Regional Service Desk Team Coordinator role at Phoenix Contact
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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
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
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
Benefits
- sharing the costs of sports activities
- private medical care
- sharing the costs of foreign language classes
- sharing the costs of professional training & courses
- life insurance
- remote work opportunities
- flexible working time
- integration events
- preferential loans
- parking space for employees
- extra social benefits
- pre-paid cards
- holiday funds
- redeployment package
- sharing the costs of holidays for kids
- baby layette
- school layette
- christmas gifts
- sharing the commuting costs
- employee referral program
- opportunity to obtain permits and licenses
- charity initiatives
- family picnics
- extra leave
- annual award
Seniority level
Employment type
Job function
- Design, Art/Creative, and Information Technology
- Industries
- Automation Machinery Manufacturing
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