1st line analyst - it service desk, warszawa

warszawa, mazowieckie
job type
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job details

warszawa, mazowieckie
experience level
0-6 miesięcy

job type
job category
Administrative & Support Services
contract type
umowa o pracę
working time
pełen etat
work system


paulina kielan+48 +48 501 310 814
reference number
/567/02/2019/PK - 57010
apply now

job description

For our Client - one of the an international company we are looking for candidates for 1st Line Analyst - IT Service Desk role.


Are you ready for your next ambitious challenge?

Are you a Team player that values friendly atmosphere?

If so, we look forward to hearing from you!

what we offer

  • Permanent contract of employment (after 3 months trial period)
  • Benefit package – Multisport Card, Life Insurance, language lesson
  • Shift work 24/5
  • Private medical care
  • Certified trainings
  • Friendly working atmosphere
  • Practical use of foreign languages
  • Opportunities for growth and development; coaching and mentoring programs
  • Great location (close to West Railway Station)
  • Free theme lunch once per month
  • Free fruits

your tasks

  • To log, manage and resolve in a timely manner all Incidents and Service Requests following agreed standards and procedures
  • To use a knowledge base to obtain information and perform basic troubleshooting to capture information and where possible resolve an Incident
  • To escalate Incidents and Requests to 2 nd and 3 rd Line Teams as required
  • To communicate regularly and effectively to End User on the status of their tickets
  • To manage tickets raised with 3 rd party vendors or resolver groups 
  • To assist in the management of a knowledge base detailing resolutions and Work Instructions for common issues and requests
  • To apply the principles of IT Security in order to protect the company environment in the event of un-authorized or fraudulent requests or security threats
  • To continually build knowledge and adapt to new services and changes to procedure

what we expect

  • Must have - English, Polish - C1
  • Secondary education or higher
  • Professional experience: 05-1,5 years or higher
  • Excellent Customer Service skills with the desire to exceed customer expectations
  • Excellent Telephone manner
  • Experience in an IT Support environment
  • Experience with Outlook
  • Methodical approach to capturing and recording information
  • Understanding of basic concepts of support for desktops and laptops
  • Understanding of Active Directory
  • Knowledge of computer programs: Experience with Outlook, Understanding of basic concepts of support for desktops and laptops, Understanding of Active Directory
  • Ability to think logically and follow a technical procedure to diagnose and resolve an issue
  • Ability to work as part of a Team
  • Ability to work effectively under pressure

Employment Agency - registry number 47