IT Service Desk Analyst with Dutch

  • Full Time
  • Warsaw

Website Collabera

Job Description


  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc.
  • 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware
  • Escalate unresolved calls to the infrastructure support teams.
  • Log all calls in the Service Desk ticketing tools such as ServiceNow, BMC Remedy, HPSM etc.
  • Identifying the issue and categorizing / prioritizing the incident and service requests.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • Being compliant to all process and procedures.
  • Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.


  • Excellent communication skills and telephone manner.
  • Excellent organizational skills.
  • 1.5 years previous IT Service Desk and/or Call Centre experience required.
  • Strong knowledge of Microsoft based operating systems, Microsoft Office applications and
  • MAC Operating systems.
  • Available to work in 24*5 rotational shifts.
  • Excellent Communication in Dutch ( Verbal & Written).
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