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