IT Service Support Analyst w Katowice, Polska

IT Service Support Analyst with German

Location: Katowice Department: IT / Service Support Employment 
Type: Full-time, permanent employment contract 
Working Hours: 5:00–13:00

About the role:
We are looking for an IT Service Support Analyst to provide first and second line IT support to a demanding user base within an international business environment. The role focusses on delivering a positive customer experience through swift, professional and efficient resolution of IT requests, incidents and problems, while ensuring accurate documentation and effective escalation where required.

Key Responsibilities:

• Receive, assess and respond to a wide range of IT support requests from users across the organisation.
• Provide information, guidance and technical support to resolve user issues efficiently or escalate them where required.
• Prioritise, diagnose and document incidents in line with agreed internal procedures.
• Support request management processes, including confirmation of request details and resolution within agreed service level targets.
• Monitor, log and report service delivery against expected service level agreements.
• Investigate recurring issues, support problem management activities and assist with the implementation of agreed remedies.
• Perform routine installation and decommissioning of hardware and software, ensuring configuration records are updated.
• Generate and distribute reports, using available measurement tools for routine data analysis.
• Contribute to continuous improvement of support processes and support the development of others within the team.

Your Profile:

• Minimum 2+ years of experience in a first or second line IT service desk support role.
• Technical and/or commercial education, ideally related to information technology.
• Good understanding of end-user technology devices, operating systems, business applications, software, printing systems and cybersecurity basics.
• Experience in setting up new equipment and upgrading existing systems.
• Experience with ServiceNow or a similar ITSM platform, including related service management processes.
• Ability to communicate calmly and professionally with users, including under stressful or challenging circumstances.
• Strong written and verbal communication skills in English and German
• Proactive, calm and collaborative approach to solving operational problems and support-related issues

Nice to have: 

• Knowledge of ITIL-based processes and service management best practices.
• Experience supporting users in a large, international or distributed organisation.
• Basic experience with reporting, data quality improvement or process improvement initiatives.

Tech Stack:
IT Service Desk, First Line Support, Second Line Support, Incident Management, Request Management, Problem Management, Service Level Management, ServiceNow, ITSM, End User Support, Hardware Support, Software Support, Operating Systems, Business Applications, Printing Systems, Cybersecurity Basics, Hardware Installation, Software Installation, Decommissioning, Reporting, Data Analysis, Configuration Management.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.