IT Service Desk Analyst
Hands-on experience with:
- Windows OS and Apple macOS
- Microsoft 365 applications
- Active Directory (basic user administration)
- ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar)
- Apple IOS and Android device troubleshooting
- Networking concepts (VPN, DNS, LAN/WAN)
- Endpoint security fundamentals
Required Qualifications
- Very good English communication skills (spoken and written)
- Strong customer service orientation and problem-solving skills
- Ability to work under pressure and manage multiple tasks
- Willingness to learn and develop in a fast-paced IT environment
- Work well within a geographically dispersed team
- Fluency in Polish.
Preferred Qualifications
- ITIL Foundation certification or practical ITIL knowledge
- Experience in a shift-based or global support environment
- Multilingual skills preferred but not required (e.g. Spanish, French, English, or other European languages)
Education / Professional Experience/ Qualifications
- Bachelor’s degree is preferred, but not mandatory for candidates with relevant practical experience.
We are seeking an IT Service Desk Agent (L1) to join our global IT support organization. This role is a key part of our end-user support function and is focused on delivering high-quality, customer-centric IT support to employees across multiple regions.
You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction. The role operates in a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores. You will be working with other Service Desk agent peers located in three strategic regional centers.
The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high-quality documentation.
What we offer:
- Hybrid working model (2 days in the office and 3 days working remotely)
- Stable employment with an employment contract, private medical care, and a benefits package including MultiSport and a benefits platform
- Opportunity to work in an international environment and collaborate with experienced Grant Thornton experts and professionals from around the world
- A culture based on teamwork, trust, and knowledge sharing
- A well-structured onboarding program to support a smooth start and successful integration into your new role
- Clear career development paths and access to learning and certification programs
- Access to training platforms and tools that support professional growth
- An inclusive workplace that welcomes people with disabilities
- A modern office in Poznań, located in Malta Office Park
Why join Grant Thornton Capability Center Poland?
At Grant Thornton Capability Center Poland (GTCC), employees contribute to meaningful work that moves businesses forward. From day one, team members help deliver value for clients while helping shape the future of a growing delivery center in Poland.
Through supporting operations of our growing multinational platform, employees have opportunities to tackle complex projects, work with advanced technologies and develop the skills needed for what's next. Team members collaborate across countries, markets and time zones, learning from different perspectives and building experience beyond their roles.
At GTCC Poland, teammates succeed together. Knowledge is shared, diverse perspectives are valued, and employees support one another in doing their best work.
Clear career paths, learning opportunities and international exposure help employees continue building skills, expanding capabilities and growing rewarding careers.
About Global Delivery Centers (enterprise description)
Grant Thornton Capability Center (GTCC) support the operations of the Grant Thornton Advisors multinational platform.
We bring together people, technology and delivery capabilities that help teams work across markets and time zones. By supporting shared standards, technology and delivery expectations GTCC help keep work moving, connect teams across the platform and create consistency across the way work is delivered.
We are part of a multinational platform that brings together more than 25,000 professionals across 20+ firms. As organizations grow, enter new markets and face increasing complexity, our centers help provide the scale, coordination and operational support needed to keep work moving forward.
For our people, that means working with colleagues across markets, contributing to work with international reach and helping teams deliver consistently in an environment built on collaboration, accountability and quality.