Oferty pracy: it service desk

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