Grant Thornton Capability Center Poland

Mid IT Service Desk Analyst (Poznań - hybrid)

6800 - 9600 PLN/ mies./ mies.UoPUmowa o pracę (brutto)

SeniorHybryda·PoznańFull-time·Umowa o pracę

#447400·Dodano 23 dni temu·6

Źródło: nofluffjobs.com

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Tech Stack / Keywords

ITIL Jira iOS AndroidVPNDNSLANSecurity

Firma i stanowisko

Grant Thornton Capability Center Poland (GTCC) supports the operations of the Grant Thornton Advisors multinational platform. GTCC helps teams work across markets and time zones by providing technology, delivery capabilities, and operational support to maintain consistency and efficiency. GTCC is part of a multinational platform with over 25,000 professionals across 20+ firms, enabling international collaboration and career growth.

Wymagania

Proven experience of 3–5 years in a Service Desk, Desktop, or End User Support role.
Hands-on experience with ServiceNow ITSM.
Strong understanding of ITIL processes including Incident, Request, Knowledge, Problem, and Change Management.
Ability to work flexible shifts, including early mornings and late evenings.
Excellent written and verbal communication skills in Polish and English.
ITIL Foundation certification or practical ITIL knowledge.
Experience supporting users in corporate IT environments.
Ability to work independently and within a geographically dispersed team.
Strong customer service orientation and problem-solving skills.
Experience in a shift-based or global support environment.

Hands-on experience with:

Windows OS and Apple macOS
Microsoft 365 applications
Active Directory (basic user administration)
ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management)
Apple iOS and Android device troubleshooting
Networking concepts (VPN, DNS, LAN/WAN)
Endpoint security fundamentals

Preferred multilingual skills: Spanish, French, English, or other European languages (not required).

Obowiązki

Provide Tier 1 technical support for end users in a 24/7/365 service desk operation.
Work morning, evening, and weekend shifts according to schedules.
Act as a mentor to junior Service Desk Analysts by providing guidance and knowledge sharing.
Diagnose, troubleshoot, and resolve hardware, software, and application issues on Apple macOS and Microsoft Windows platforms.
Utilize ServiceNow to document and track incidents, requests, and escalations per SLAs.
Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service.
Support VPN connectivity and remote access solutions.
Use remote support tools to resolve end user issues.
Ensure adherence to data security policies and information security best practices.
Deliver high-level customer service and identify opportunities for process improvement.
Collaborate with the GTech team to resolve complex issues promptly.
Adapt quickly to new technologies such as AI and automation tools.

Benefity

Hybrid working model (2 days in office, 3 days remote).
Stable employment with an employment contract (UoP).
Private medical care.
Benefits package including MultiSport and a benefits platform.
Opportunity to work internationally with experienced professionals.
Well-structured onboarding program.
Clear career development paths.
Access to learning and certification programs.
Access to training platforms and professional development tools.
Inclusive workplace for people with disabilities.
Modern office in Poznań, Malta Office Park.
Sport subscription.
Private healthcare.
Training budget.
Free coffee.
Bicycle parking.
Mobile phone.
In-house trainings.

Elastyczne godziny

Opieka zdrowotna

Karta sportowa

Dofinansowanie szkoleń

Napoje w biurze

Parking dla rowerów

Telefon

Szkolenia wewnętrzne

Grant Thornton Capability Center Poland

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