Mid IT Service Desk Analyst

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.

• 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).

• 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.