IT Service Desk

4 dni temu

Warszawa, Mazovia, Polska B2B Network Pełny etat

Responsibilities:

  • Provide first-line IT support to end users, ensuring timely resolution of incidents and service requests in line with agreed SLAs and KPIs
  • Actively monitor and manage support queues, reducing waiting times and preventing service delays that impact business operations
  • Escalate complex or unresolved incidents to second-line or specialized teams, ensuring accurate documentation and handover
  • Maintain clear and professional communication in English with end users, providing updates and guidance throughout the resolution process
  • Document incidents, solutions, and procedures in the IT knowledge base, contributing to continuous service improvement
  • Collaborate closely with on-site team members in Warsaw to share knowledge, best practices, and operational insights
  • Follow internal IT processes, security standards, and compliance requirements specific to the banking environment
  • Diagnose and troubleshoot issues related to:

- Active Directory (user accounts, access rights, password resets)

- VPN connectivity

- Remote Desktop access

- Microsoft Office 365 applications and services

- Windows Hello for Business

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