Magdalena Jeziorska
Swarzedz
Summary
Personally: Well-educated, tolerant and extremely organized. Skilled in languages. Looking for opportunity to move to Spain. Professionally: Role-model, experienced with strong understanding of customer service and effective communication, ensuring user and team satisfaction and improved operations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Global IT Service Desk Analyst/ Coordinator
BBBS Poland Sp. Z O.o.
09.2022 - Current
- 3 years of experience in technical support of internal and external users using multiple contact channels (Outlook, Service-Now, Teams, Genesys telephony) in 3 spoken (4 written) languages.
- Enhanced Global IT Service Desk performance and resolution rate by monitoring metrics and identifying areas for improvement based on PowerBI reports and Service-Now filtering.
- Created in PowerApps and delivered comprehensive training sessions for new IT service desk analysts .
- Improved customer satisfaction by reviewing customer satisfaction surveys and solving doubts or issues not solved by other members of the team.
- Managed high levels of call flow as responsible for one of the biggest EMEA countries in the company (Spain, Poland and Portugal) and responded to time-sensitive needs, including major incidents / master tickets.
- Provided on-call support during the weekends (2 weekend days / month) with critical server monitoring (CheckMK monitoring, VMware).
- Improved communication between the Global IT Service Desk department and field services of the coordinated countries, providing ideas, new solutions and processes.
OTC Specialist
Worldtrans Sp. Z O.o.
02.2019 - 08.2022
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Restructured customer service process, ensuring quicker response times.
- Gathered, organized and input information into digital database (PEI - SpeedTSL)
- Maintained database systems to track and analyze operational data.
- Created database of contractors and implementing innovations to current business situation.
Education
Master of Science - Hospitality And Tourism Management
Akademia Wychowania Fizycznego
06-2018
Bachelor of Science - Bilingual Education
XVII Liceum Ogólnokształcące
06-2013
Skills
- Windows 10/11, iOS
- System monitoring (CheckMK, VMware, PowerBI)
- Network troubleshooting
- Ticketing system proficiency (Service-Now)
- Remote support (RC viewer, BeyondTrust, TeamViewer)
- ITIL framework
- Major incident and escalation management
- End-user orientation and analytical skills
- MS Office O365 & Copilot
- Azure / EntraID / Intune management
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Polish
Bilingual or Proficient (C2)
French
Intermediate (B1)
Certification
Microsoft Copilot (Introduction to Microsoft Copilot & Applications of Copilot in the Workplace)
Timeline
Senior Global IT Service Desk Analyst/ Coordinator
BBBS Poland Sp. Z O.o.
09.2022 - Current
OTC Specialist
Worldtrans Sp. Z O.o.
02.2019 - 08.2022
Bachelor of Science - Bilingual Education
XVII Liceum Ogólnokształcące
Master of Science - Hospitality And Tourism Management
Akademia Wychowania Fizycznego
Similar Profiles
Magdalena JeziorskaMagdalena Jeziorska
Global IT Service Desk Analyst /Country Coordinator at BBBS Poland Sp. Z O.o.Global IT Service Desk Analyst /Country Coordinator at BBBS Poland Sp. Z O.o.
Ihor HrychaniukIhor Hrychaniuk
Worker in Production at Nifco Poland Sp.Nifco Poland Sp. O.o.Worker in Production at Nifco Poland Sp.Nifco Poland Sp. O.o.
Katarzyna ZielińskaKatarzyna Zielińska
Office Manager at SIENN Poland Sp. z o.o.Office Manager at SIENN Poland Sp. z o.o.
Kacper PawlakKacper Pawlak
Grant Author at Poznan University of Medical SciencesGrant Author at Poznan University of Medical Sciences
Krzysztof GrzeskowiakKrzysztof Grzeskowiak
Senior Manager of Product & Engineering at Allegro.plSenior Manager of Product & Engineering at Allegro.pl