IT Service Desk Analyst

Nasze wymagania: Essential: • 1-2 years’ experience in a Service Desk, Helpdesk, or 1st Line IT Support role • Experience working in a high volume, SLA driven support environment • Experience using an IT Service Management (ITSM) tool such as ServiceNow, Topdesk or Halo ITSM • Practical experience with: - Active Directory (password resets, user and group administration) - Microsoft 365 (Outlook, Teams, OneDrive) - Windows 10/ Windows 11 Endpoint Support - Remote Support tools • Strong customer service skills with a genuine desire to help colleagues and the ability to communicate clearly with non-technical users • Proactive team player who shares knowledge and suggests service improvements • Fluent English (spoken and written) • Willingness to work on-call shifts • Limited travelling requirements (<15%) Desirable: • Experience providing basic support for business applications at an access or guidance level • Additional European languages such as German, French, Hungarian • ITIL Foundation Certification • Experience with Intune or another mobile device management platform Person specification and Experience (what characteristics will be successful) • Strong troubleshooting and diagnostic skills with a structured, logical approach • Excellent communication and interpersonal skills, including the ability to manage user expectations • Ability to work effectively under pressure in a fast-paced support environment • Strong organizational skills with attention to detail when documenting and updating tickets • A proactive and customer focused mindset with a commitment to service quality and improvement • Willingness to learn and adapt to new systems, tools and processes O projekcie: The IT Service Desk Analyst is the first point of contact across all sites for IT Support to the Coveris Group. The role is responsible for delivery high quality first-line support, managing a high volume of incidents and service requests, and ensuring accurate logging, triage and resolution or escalation in line with agreed service levels. The role focuses primarily on end user workplace support, including devices, user accounts, Microsoft 365, printing and VPN access. In addition, the role provides basic support for business applications (such as ERP or other line of business systems) at an access and “how-to-level”. The position plays a key role in maintaining user productivity, service desk performance, and customer satisfaction. Zakres obowiązków: 1. Provide frontline support for end user workplace issues, including: a) Laptops, desktops, monitors, peripherals, and printers b) User accounts, password resets, and access requests c) Microsoft 365 applications d) VPN and remote access connectivity 2. Perform first line diagnostics and troubleshooting, resolving where possible 3. Provide basic support for business applications (ERP or business systems) at an access and usage guidance level 4. Escalate complex or unresolved incidents to 2nd line support with clear, accurate documentation 5. Actively manage assigned ticket queues to ensure timely progress and resolution 6. Contribute to service desk knowledge articles and documentation where required 7. Use ITSM systems, remote support tools, and knowledge bases effectively to support service delivery 8. Follow defined processes for IT asset, access, and account lifecycle management 9. Operate within allocated tooling, permissions, and security controls 10. Support continuous improvement by identifying repeat issues and opportunities for service enhancement