Service Desk Analyst (Fintech)

Location: Kraków, Poland; hybrid model with three days per week in the office

Company

hirify.global is a FTSE 100 fintech serving more than 1.4 million customers across five continents and processing billions of dollars in transactions.

What you will do

• Triage incidents and service requests received by phone, email, communicator, and ServiceNow.
• Troubleshoot desktop, application, hardware, VPN, and remote-access issues, resolving incidents at first contact where possible.
• Record incident details, categorization, and priority accurately in ServiceNow.
• Support Microsoft and Apple environments, including Active Directory, application deployment, patching, rollouts, print management, video conferencing, and related infrastructure.
• Assess incident severity based on business impact and technical complexity, escalating issues to specialist teams when required.
• Work with escalation teams and advocate for timely, high-quality end-user support and service improvements.

Requirements

• Experience supporting Windows 10 desktop infrastructure in a large financial or similar organization.
• Administrative experience with Active Directory in a medium or large organization.
• Experience with application deployment, maintenance, testing, documentation, and call-logging systems such as ServiceNow.
• Technical proficiency with Active Directory, TCP/IP, Windows Defender, mobile device management, Microsoft SCCM, and Microsoft operating systems.
• Practical understanding of computer hardware and software, including Java in a desktop environment.
• Strong communication, problem-solving, organizational, and customer-service skills, with the ability to follow procedures and work under pressure.

Culture & Benefits

• Hybrid working model with three days in the office.
• Participation in a 24-hour shift pattern and the out-of-hours support rota throughout the weekend.
• Competitive salary and benefits plan, including life and medical insurance.
• Additional time off for a birthday and voluntary work.
• Employee share plans, free weekly office lunch, and an Employee Assistance Program.
• Access to mentorships, volunteering opportunities, employee networks, committees, awards, sports, and social clubs.