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Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.
At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.
This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.
The Role
The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer focused, team oriented, support environment. Tier 1 IT Service Desk Support includes customer incidents (break/fix, requests, and how to), and related support functions/duties.
This opportunity is work from home position, being a member of a Virtual IT Service Desk for one or more customers. We have various schedules throughout the week, including 4 days x10 hours or 5 days x 8 hours. Available schedules may change based on business needs.
Working Hours: This position is part of a 24/7 support organization and requires working on a rotating shift schedule, including nights, weekends, and public holidays.
Location: Remote (within Poland)
Benefits: Annual bonus, private healthcare (Medicover), Multisport card/Multicafeteria, Lunch Pass card, voluntary life insurance, PPK (voluntary), English and Polish language classes, Working Abroad Policy, and CSBF (voluntary).
The Main Responsibilities
Interact with customers via multiple communications methods, per established customer service and quality guidelines
Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems.
Demonstrate the ability to appropriately escalate issues.
Ensure ticket documentation is accurate and thorough.
Maintain ownership of workload
Identify recurring incidents and trends and escalate appropriately.
Take applicable/assigned training courses.
Ensure the knowledgebase is kept up to date.
Adhere to documented personnel and department guidelines and policies.
Contribute toward/lead continuous improvement efforts/initiatives; may lead projects.
Perform other related duties as assigned.
What We Look For in a Candidate
Excellent Customer Service & Attitude
Excellent listening/understanding, verbal, and written communications
Team Player/Mentor
Excellent contact control, analytical and problem solving skills
Proactive and Accountable
Possess a sense of urgency and maintain stress awareness/management
Ability to multi-task while being attentive to the customer
Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools.
Understanding/experience in networking, web, email, mobile, security, and managed services technologies.
1 - 2 years IT customer service experience or other pertinent related experience
Requisition #: 343683
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know.
We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.
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