Service Desk Analyst with English (start ASAP)

KUBO Poland is an international IT team providing IT Service Desk support to users in Poland, the US, and other global locations. The role is part of an IT Service Desk department with the possibility to work remotely from Poland.

• Basic knowledge of Microsoft operating systems.
• Experience working with Microsoft Outlook and the Microsoft Office suite.
• Very good written and spoken communication skills in Polish and English.
• Strong customer service attitude and good telephone manners.
• Self-motivated, willing to learn from colleagues, and able to use own initiative.
• Good team player who can work in a dynamic environment.
• Openness to work during afternoons 14:00-22:00.
• Availability ASAP.

• Answer incoming calls and tickets from users, mainly from the US, and provide first-line IT support.
• Resolve technical issues and answer questions related to computer hardware, software, network, and telecommunications systems.
• Diagnose and identify problems based on user descriptions and complaints, using experience and historical records.
• Log incidents and requests in the service desk tool, working in line with agreed SLAs.
• Route more complex issues to specialist teams when needed.
• Provide remote support, including VPN and dial-in access.
• Support mobile devices, encrypted USB sticks, and specific user profiles in restricted/shared environments.
• Create and update written procedures and processes.
• Send system alerts and outage notifications to the user base.
• Inform management about recurring issues or problem patterns.

Only candidates located in Poland are eligible to work remotely for this position.