Service Desk Analyst

Duties & Responsibilities:

• 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.

Our offer:

• We offer a hybrid model of work in CBS PL - Kraków.
• Long-term and stable employment based on a contract of employment.
• Friendly work atmosphere in a large and stable company with a global reach.
• Chance to grow in a dynamic and international environment.
• A role that has a real impact on business outcomes.
• Wellbeing HUB.
• Strong team-oriented culture.
• Attractive benefit package.