Service Desk Analyst
Constantia Flexibles
full-time
Posted on:
Location Type: Hybrid
Location: Kraków • Poland
Visit company websiteExplore more
Job Level
About the role
- Provide first and second-level IT support for Constantia employees worldwide via mail, chat and call.
- Diagnose, troubleshoot, and resolve hardware, software, and network issues.
- Escalate complex issues to higher-level support teams as needed.
- Log, track, and manage tickets in the IT Service Management (ITSM) tool (Service Now).
- Provide clear and professional communication to users regarding issue status and resolution.
- Educate customers on best practices and self-service solutions where applicable.
- Perform user account management (Active Directory, email, access controls).
- Assist in software installations, updates, and security patches.
- Identify recurring issues and suggest improvements to reduce incidents.
- Contribute to knowledge base articles and troubleshooting guides.
- Oversee and manage the Service Desk team on a daily basis, ensuring timely identification of potential escalations, monitoring KPIs, and effectively balancing team workload.
Requirements
- 1-3 years of experience in a service desk or technical support role (experience in managing team or project would be an asset).
- English on at least B2 level (German language would be an asset).
- Strong troubleshooting skills in Windows (macOS would be an asset).
- Experience working with Active Directory, Azure, Microsoft 365, Windows, remote desktop applications.
- Knowledge of ITIL processes.
- Strong customer service orientation and problem-solving mindset.
- Ability to work independently and manage multiple priorities.
Benefits
- 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootinghardware supportsoftware supportnetwork supportuser account managementActive DirectoryAzureMicrosoft 365WindowsITIL
Soft Skills
customer service orientationproblem-solvingcommunicationindependenceprioritizationteam managementeducational skillsissue resolutionprofessionalismcollaboration