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Area: Technology
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B2B: up to 90zł/h
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Location: 1 day per week in the office in Waw or GDA
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Start: ASAP/max 1 month
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Duration: long-term
Main Responsibilities:
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Resolving tickets on 2nd line of application support.
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Manage escalations and resolutions in line with service agreements.
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Monitor and report on service level agreements (SLAs) and performance metrics.
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Coordinate incident and service request handling for SDLC tools.
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Ensure timely assignments and communication throughout the incident lifecycle.
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Create and maintain knowledge articles and end-user communications.
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Analyze operational data to identify trends and service improvement areas.
Key Requirements:
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Minimum 2–3 years of experience in Service Desk coordination or IT support operations.
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Good understanding of ticketing tools like ServiceNow.
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Practical knowledge of incident, problem, request, and change management.
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ITIL awareness and understanding.
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Ability to work effectively in an international setting.
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Experience in queue management and SLA monitoring.
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Experience coordinating escalations among multiple support teams.
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Ability to analyze operational data and prepare service reports.
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Experience in creating knowledge articles and communications for end-users.
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Fluent in English and Polish
Nice to Have:
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Experience with SDLC platforms such as Jira, Confluence, JFrog, SonarQube, or TeamScale.
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ITIL 4 Foundation certification.
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Experience with ServiceNow dashboards, reports, and Performance Analytics.
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Experience in service reviews and continual service improvement.
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