Service Desk Analyst / Helpdesk Support

Edge One Solutions Sp. z o.o. is part of the Euvic Group with over 350 experts and 5500 in the group. The client is a leading global company in aerospace, defense, and advanced technologies, operating internationally with a Polish branch supporting global projects.

• 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 and English, both spoken and written
• Knowledge of an additional foreign language (e.g., French, German, Italian, Spanish, Dutch, or other)
• 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 organization and time management skills

• Troubleshoot and provide support for computer hardware, software, networks, and telecommunication systems
• Diagnose, identify, and isolate user-reported issues
• 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
• Provide remote support for 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