Polish-Speaking Service Desk Analyst

About the role

We are looking for a Polish‑speaking Service Desk Analyst to join our Budapest office. You will be the first point of contact for users experiencing IT issues, providing support via phone, chat, email and a self‑service portal.

Key responsibilities

• Receive, log and resolve incidents and service requests in the ITSM tool.
• Maintain SLA compliance and ensure timely ticket closure.
• Escalate and coordinate with internal resolver groups when needed.
• Communicate status updates to users throughout the incident lifecycle.
• Document resolutions and contribute to knowledge‑base articles.
• Participate in process‑improvement initiatives and team activities.

Required profile

• Native or fluent Polish (C1) and proficient English (minimum B2).
• 1–3 years of experience in IT Service Desk, Application Support or Technical Support (L1–L2).
• Bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• ITIL Foundation, MCSE or comparable certification is a plus.

Required skills

• Experience with ITSM tools such as ServiceNow, BMC Remedy, HPSM or CA Service Desk.
• Knowledge of SDLC, operating systems and database technologies.
• Support experience with SAP or other enterprise applications.

What we offer

• Comprehensive medical coverage.
• Access to over 5,000 free courses, practice tools and certifications.
• Competitive salary and allowances based on experience.
• Four weeks of paid vacation per year.
• Dynamic, supportive work environment with regular celebrations and wellness activities.