IT Service Desk Analyst (I and II support line)

• Providing first/second level customer support for all IT Services and provide initial Incident diagnosis and where possible first level resolution (Incidents and Requests) according to SLA,
• Through rotation and roster provides IT support including fixing desktop / laptop / mobile device hardware and software issues and faults and Service Requests (queries, installations, moves, adds and changes),
• Supporting Microsoft operating systems and applications,
• Writing and updating technical knowledgebase documentation,
• Suggesting continuous improvement ideas that can expand to the broader team.
• work in 24/7 shifts (permanent 3 shifts from Monday to Friday, phone calls on weekends)

• Proficient in written and verbal communication in the English language (min B2 level) - we do not require knowledge of Polish
• 1-2+ years experience in a technical support environment, call center, or help desk preferred
• 2 years experience in troubleshooting Microsoft based server & desktop operating systems issues
• Good knowledge and experience in troubleshooting of: Active Directory, Office365 Business, TCP/IP networking, firewalls, switches, Group Policy, DHCP, DNS
• Printers (errors, printer configurations, including reinstalling drivers and changing printer options within Windows)
• Enterprise anti-virus suites (Webroot Secure Anywhere Business Endpoint Protection)
• Back-up technologies (ie. Datto)
• Knowledge of ITIL best practices

The candidate:

• Excellent customer service (willing to go the extra mile)
• Excellent communication skills (strong written and verbal communication skills)
• Has interest in learning about current/new/future technologies to help the Company, customers, themselves, and their team,
• Be able to manage/prioritize their own workload so tasks can be completed to a customer's satisfaction and meet Service Level Agreements where necessary
• Flexible, enthusiastic, hardworking & committed to a career within IT
• Excellent analytical and troubleshooting skills
• Good interpersonal skills (empathy, verbal dexterity, etc.)
• Ability to learn new systems and processes quickly

• Employment based on employment contract
• Attractive salary
• Benefit package:
  • medical care
  • Multisport card
  • life insurance
  • English language co-financing
• Internal, external and industry training
• Ability to certify skills - paid by the company
• Opportunities for professional development for expert positions
• Experience in an international company

• Technical Certifications: ITIL foundation, SDI, CompTIA, A+, MSCE a plus