Mid IT Service Desk Analyst (Poznań - hybrid)

O projekcie

What we offer

• Hybrid working model (2 days in the office and 3 days working remotely)
• Stable employment with an employment contract, private medical care, and a benefits package including MultiSport and a benefits platform
• Opportunity to work in an international environment and collaborate with experienced Grant Thornton experts and professionals from around the world
• A culture based on teamwork, trust, and knowledge sharing
• A well-structured onboarding program to support a smooth start and successful integration into your new role
• Clear career development paths and access to learning and certification programs
• Access to training platforms and tools that support professional growth
• An inclusive workplace that welcomes people with disabilities
• A modern office in Poznań, located in Malta Office Park

Why join Grant Thornton Global Delivery Center Poland

At Grant Thornton Global Delivery Center Poland (GDC), you’ll contribute to meaningful work that moves businesses forward. From day one, you’ll help deliver value for clients while helping shape the future of a growing delivery center in Poland.

Through supporting operations of our growing multinational platform, you’ll have opportunities to tackle complex projects, work with advanced technologies and develop new skills while expanding your experience. You’ll collaborate across countries, markets and time zones, learning from different perspectives and building experience beyond their roles.

At GDC Poland, you’ll be part of a team that succeeds together. Knowledge is shared, diverse perspectives are valued, and team members support one another in doing their best work.

Clear career paths, learning opportunities and international exposure will help you continue building your skills, expanding your capabilities and growing a rewarding career.

About Grant Thornton

Grant Thornton provides audit and assurance, tax and advisory services through the member firms of the Grant Thornton International Ltd (GTIL) network. Wherever business operates, the network is there, with member firm capabilities in more than 150 markets worldwide.

Within the network, the Grant Thornton Advisors multinational platform is a group of firms that connects priority markets and operates with aligned standards, technology and delivery expectations. For work that crosses borders, this helps support collaboration and coordination across markets. Platform firms operate as separate legal entities.

Why choose a career with Grant Thornton

At Grant Thornton, we help ambitious organizations make their most important decisions across audit, tax and advisory. Our scale doesn’t create distance. You work in smaller teams, with senior people who stay involved from start to finish. You take on real work early, help shape it and see it through.

You get access to capabilities across disciplines, clients in almost every industry and colleagues around the world who are only a message away.

Build a career with meaningful work, multinational opportunities and the support to make a lasting impact.

Join our team!

We are searching for IT professionals across multiple specialties and experience levels. Click on the arrow to see current job offers.

Zakres obowiązków

• Provide Tier 1 technical support for end users across a 24/7/365 service desk operation
• Work morning, evening and weekend shifts based on work schedules
• Act as a mentor to junior Service Desk Analysts, providing guidance, knowledge sharing, and follow industry best practices
• Diagnose, troubleshoot, and resolve hardware, software, and application issues on both Apple macOS and Microsoft Windows platforms
• Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs
• Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service capabilities
• Support VPN connectivity, remote access solutions
• Utilize remote support tools to resolve end user issues
• Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices
• Deliver a high level of customer service while identifying opportunities for process improvement and service optimization
• Collaborate with other members of the GTech team to resolve complex issues in a timely fashion
• Adapt quickly to new technologies (i.e. AI, automation tools), and processes in an expanding organization

Wymagania

• Proven experience in a Service Desk, Desktop / End User Support role with at least 3-5 years.
• Hands-on experience using ServiceNow ITSM
• Strong understanding of ITIL processes (Incident, Request, Knowledge, Problem, and Change Management).
• Ability to work flexible shifts, including early mornings and late evenings, to support global users.
• Demonstrated ability to work effectively in a fast-paced, high-pressure environment.
• Excellent written and verbal communication skills.
• ITIL Foundation certification
• Experience supporting users in a corporate IT environment
• Ability to work independently as well in a geographically dispersed team
• Fluency in Polish and English
• Strong customer service orientation and problem-solving skills
• Ability to work under pressure and manage multiple tasks
• Willingness to learn and develop in a fast-paced IT environment
• Work well with a geographically-dispersed team
• Experience in a shift-based or global support environment
• Multilingual skills preferred but not required (e.g. Spanish, French, English, or other European languages)

Hands-on experience with

• Windows OS and Apple macOS
• Microsoft 365 applications
• Active Directory (basic user administration)
• ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar)
• Apple IOS and Android device troubleshooting
• Networking concepts (VPN, DNS, LAN/WAN)
• Endpoint security fundamentals

Education / Professional Experience/ Qualifications

• Bachelor’s degree preferred, but not mandatory for candidates with relevant practical experience.
• ITIL Foundation certification or practical ITIL knowledge

This is a hybrid role and regular visits to Poznań are required

Please note that CV in English is required.

Grant Thornton is seeking a Senior IT Service Desk Analyst to join our global IT support organization. This role is a key part of our end-user support function and is focused on delivering high-quality, customer-centric IT support to employees across multiple regions. The Senior Service Desk Analyst serves as a key frontline support professional providing advanced technical support and mentorship within a fast-paced environment. This role requires strong technical expertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones. paced environment. This role requires strong technical expertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones.

You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction. The role operates in a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores.

The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high-quality documentation.

Oferujemy

• Sport subscription
• Private healthcare
• Training budget
• Free coffee
• Bike parking
• Mobile phone
• In-house trainings
• Modern office