Mid IT Service Desk Analyst (Poznań - hybrid)

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

MidHybryda·PoznańFull-time·Umowa o pracę

#475932·Dodano wczoraj·0

Źródło: nofluffjobs.com

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Tech Stack / Keywords

ITIL Jira iOS AndroidVPNDNSLANSecurity

Podsumowanie oferty

The IT Service Desk Analyst provides frontline IT support to employees across multiple regions. The role covers incident and service-request resolution using ServiceNow, and troubleshooting across Windows and macOS devices.

Wymagania

At least 3–5 years of experience in a Service Desk, Desktop Support or End User Support role.
Hands-on experience using ServiceNow ITSM.
Strong understanding of ITIL processes, including Incident, Request, Knowledge, Problem and Change Management.
ITIL Foundation certification or practical ITIL knowledge.
Experience supporting users in a corporate IT environment.
Hands-on experience with Windows OS, Apple macOS, Microsoft 365 applications, Active Directory user administration, ITSM tools, iOS and Android device troubleshooting, networking concepts (VPN, DNS, LAN/WAN) and endpoint security fundamentals.
Fluency in Polish and English.
Ability to work independently and in a geographically dispersed team.
Strong written and verbal communication, customer service and problem-solving skills.
Ability to work under pressure, manage multiple tasks and work in a fast-paced environment.
Mile widziane: Bachelor’s degree; multilingual skills, such as Spanish, French or other European languages; experience in a shift-based or global support environment.

Obowiązki

Provide Tier 1 technical support to end users across a 24/7/365 service desk operation.
Work morning, evening and weekend shifts according to work schedules.
Mentor junior Service Desk Analysts, sharing knowledge and guidance on industry best practices.
Diagnose, troubleshoot and resolve hardware, software and application issues on Apple macOS and Microsoft Windows platforms.
Use ServiceNow to document and track incidents, requests and escalations in line with established SLAs.
Create, review and maintain knowledge-base articles to improve first-contact resolution and self-service capabilities.
Support VPN connectivity and remote-access solutions.
Use remote-support tools to resolve end-user issues.
Follow data-security policies and information-security best practices.
Deliver customer service and identify opportunities for process improvement and service optimization.
Collaborate with the GTech team to resolve complex issues in a timely manner.
Adapt to new technologies, including AI and automation tools, and to new processes.
Act as the first point of contact for IT-related incidents and service requests, resolving them in a timely manner.
Handle tickets and documentation accurately to support continuous service improvement.

Benefity

Private medical care.
MultiSport sports subscription.
Benefits platform.
Onboarding program.
Career development paths and access to learning and certification programs.
Access to training platforms and tools.
Training budget.
In-house training.
Free coffee.
Bike parking.
Mobile phone.
Modern office in Poznań.

Opieka zdrowotna

Karta sportowa

Dofinansowanie szkoleń

Napoje w biurze

Parking dla rowerów

Telefon

Szkolenia wewnętrzne

Inne informacje

The role requires morning, evening and weekend shifts, with schedules supporting a 24/7/365 service desk operation.
Regular visits to Poznań are required.
A CV in English is required.

Grant Thornton Global Delivery Center Poland

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