Service Desk Analyst with Polish, English and French

Edge One Solutions is a community of over 350 experts and part of the Euvic Group with 5500 employees. The client is a leading global company in aerospace, defense, and advanced technologies, designing solutions for aviation, space, security, and IT sectors, collaborating with government and commercial clients worldwide. The Polish branch supports international projects within a global structure, offering development opportunities in a collaborative and innovative environment.

• Basic knowledge of Microsoft Windows operating systems
• Experience supporting Microsoft Outlook and Microsoft Office suite
• Motivation to learn and develop skills
• Ability to work both independently and in a team
• Very good command of Polish, English, and French, both spoken and written
• Highly developed communication skills
• Excellent customer service skills
• High telephone etiquette

Nice to have:

• Dynamic work approach and "can-do" attitude
• Experience with ITSM systems
• Knowledge of ITIL methodology
• Experience supporting VPN and Remote Access
• Experience supporting mobile devices
• Knowledge of network environments, including wireless networks
• Experience working in Service Desk or Technical Support
• Very good work organization and time management skills

• Troubleshoot technical issues and provide support for computer hardware, software, networks, and telecommunication systems
• Diagnose, identify, and isolate problems based on user reports
• Analyze tickets using personal knowledge and historical databases
• Escalate complex issues to appropriate specialists
• Respond quickly and deliver appropriate solutions
• Inform supervisors about recurring problems and trends
• Log tickets in systems according to SLA requirements
• Provide remote support to users via VPN connections
• Support mobile devices and encrypted USB drives
• Manage and support Restricted LAN Interconnect and Shared Working Environment accounts
• Create, update, and maintain process documentation and procedures
• Prepare and send outage notifications and system alerts