European IT Helpdesk Analyst – Windows, 365 & Zendesk

Hatch Ltd.; Katowice; On-site; PLN 60,000 - 90,000; Full time

Job summary

Hatch Ltd. is seeking a Junior IT Helpdesk Analyst to join the European IT team based in Katowice, Poland. You will provide first-line IT support across European offices, handling incidents, service requests, and user assistance to ensure a positive IT experience.

You will work with Windows 10/11, Microsoft 365, PC hardware, and collaboration tech while adhering to security standards and ITSM processes. Willingness to travel within Europe is a plus.

Qualifications

• Diploma, degree, technical certification, or equivalent in Information Technology or related field.
• Previous experience in an IT Helpdesk/Service Desk is preferred but not required.
• Solid knowledge of Windows 10/11 and Microsoft 365 applications.
• Familiarity with PC hardware, mobile devices and peripherals.
• Understanding of Active Directory and user administration; IT infrastructure concepts.

Responsibilities

• Provide first-level IT support to employees across European offices.
• Log, prioritize, troubleshoot, and resolve incidents and service requests via phone, email, and ticketing systems.
• Use ITSM tools like Zendesk to manage support requests and maintain records.
• Support Windows, Microsoft 365 apps, printers, and mobile devices; configure and deploy laptops/desktops.
• Assist with user accounts, access management, onboarding/offboarding, and room/system support.
• Escalate complex issues to second-level support and participate in IT initiatives.

Skills

Windows OS knowledge

Microsoft 365 knowledge

Customer service

Troubleshooting

English communication

Education

IT diploma/degree

Tools

Zendesk

ServiceNow

ITSM platforms

Job description

Hatch Ltd. is seeking a Junior IT Helpdesk Analyst to join the European IT team based in Katowice, Poland. You will provide first-line IT support across European offices, handling incidents, service requests, and user assistance to ensure a positive IT experience.

You will work with Windows 10/11, Microsoft 365, PC hardware, and collaboration tech while adhering to security standards and ITSM processes. Willingness to travel within Europe is a plus.