Sr Analyst
Poland
Job Description
Sr Analyst
Kraków, Małopolskie
Job Summary
Job Summary:
We are seeking a proactive and customer-focused Service Desk Analyst fluent in English and German to join our IT support team. The ideal candidate will be responsible for providing first-level technical support to end-users, resolving IT issues, and ensuring high levels of customer satisfaction.
Key Responsibilities:
- Provide first-line technical support via phone, email, and chat in English and German.
- Log, track, and resolve incidents and service requests using the ITSM tool.
- Troubleshoot hardware, software, and network-related issues.
- Escalate unresolved issues to appropriate support teams.
- Ensure timely follow-up and resolution of user queries.
- Maintain documentation of issues and resolutions.
- Adhere to SLAs and quality standards.
- Contribute to knowledge base articles and FAQs.
Required Skills & Qualifications:
- Proficiency in English (C1 or above) and German (B2 or above).
- 1–3 years of experience in a Service Desk or IT Support role.
- Strong knowledge of Windows OS, MS Office, and basic networking.
- Familiarity with ITSM tools like ServiceNow, BMC Remedy, or similar.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced, team-oriented environment.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience supporting international clients.
- Knowledge of remote desktop tools and ticketing systems.
Key Responsibilities
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Skill Requirements
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Other Requirements
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Information at a Glance