System Administrator - IT Service Desk Support

Location: Warsaw
Contract Type: 6 Months

Job Type: Hybrid

• Join a 24/7 IT support environment serving enterprise users


• Gain hands-on experience with ServiceNow and Microsoft 365 technologies


• Work with Active Directory and ITIL-based incident management processes


• Develop your technical troubleshooting skills in a structured support team


• Flexible shift patterns including rotational weekend and holiday cover

Company Overview

Our client is an established technology services organisation delivering IT support solutions to enterprise clients. They operate a structured service desk environment using ITIL frameworks and industry-standard ITSM platforms. The team supports a diverse user base across multiple channels, maintaining high service levels and clear escalation procedures. They focus on building technical competence through standardised processes, knowledge sharing and continuous improvement initiatives.

They are currently seeking an experienced System Administrator to join their IT Service Desk team in Warsaw. This contract role offers the opportunity to work within a professional support environment, handling first-line technical issues and contributing to service excellence.

Position Overview

As a System Administrator, you'll serve as the primary contact point for users experiencing IT issues or requesting technical support. You'll work within a structured service desk environment, logging and resolving incidents while following ITIL best practices. This role involves troubleshooting common technical problems, maintaining accurate documentation, and ensuring smooth escalation of complex issues to specialist teams. Your work directly impacts user productivity and service quality.

Responsibilities

• Respond to user queries via phone, email, chat and self-service channels


• Log, categorise and prioritise incidents with detailed ticket notes


• Diagnose and resolve first-level technical issues using approved procedures


• Handle password resets, account unlocks and Microsoft 365 support requests


• Troubleshoot VPN connectivity, printer issues and basic hardware problems


• Escalate unresolved tickets to L2/L3 teams with complete troubleshooting details


• Maintain clear communication with users throughout ticket lifecycle


• Provide shift handover notes and contribute to knowledge article improvements


• Ensure adherence to SLA requirements and escalation procedures

Requirements

• 1 to 4 years of experience in IT Service Desk, Help Desk or Technical Support


• Working knowledge of Windows OS and Microsoft 365 applications


• Understanding of Active Directory user account management tasks


• Familiarity with ITSM tools such as ServiceNow or Jira Service Management


• Basic knowledge of ITIL incident management and service request processes


• Experience with VPN connectivity, endpoint peripherals and contact centre software


• Fluency in English and German


• Availability to work 24/7 rotational shifts, including weekends and holidays

Benefits

While specific benefits details are being finalised, you'll work within a professional IT support environment that values clear processes, knowledge sharing and technical development. The role offers exposure to enterprise-level systems and the opportunity to build your troubleshooting expertise alongside experienced support professionals in a structured team setting.

How to Apply

To apply for this role please submit your CV using the form below or email [email protected]