Service Desk Analyst

TL;DR

Service Desk Analyst: Provide first and second-level IT support for employees worldwide via mail, chat, and call with an accent on diagnosing hardware, software, network issues, and user account management. Focus on overseeing Service Desk team, monitoring KPIs, managing tickets, and contributing to knowledge base articles.

Location: Hybrid model in Kraków, Poland

Company

One of the world’s leading producers of flexible packaging for consumer and pharmaceutical industries.

What you will do

• Provide first and second-level IT support worldwide via mail, chat, and call.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues; escalate complex cases.
• Log, track, and manage tickets in ServiceNow ITSM tool.
• Perform user account management in Active Directory, email, and access controls.
• Assist with software installations, updates, security patches, and user education.
• Oversee Service Desk team daily, monitor KPIs, balance workload, and identify improvements.

Requirements

• English at least B2 level (German is a plus).
• 1-3 years in service desk or technical support (team or project management experience is an asset).
• Strong troubleshooting in Windows (macOS is a plus).
• Experience with Active Directory, Azure, Microsoft 365, Windows, remote desktop applications.
• Knowledge of ITIL processes, strong customer service, and problem-solving skills.
• Ability to work independently and manage multiple priorities.

Culture & Benefits

• Hybrid work model in Kraków.
• Long-term stable employment on contract of employment.
• Friendly atmosphere in large global company with team-oriented culture.
• International career opportunities, annual development talks, corporate trainings.
• Competitive remuneration, attractive benefits package, Wellbeing HUB, global wellbeing activities.
• Dynamic international environment with real business impact.