Global IT Service Desk Analyst (L1) - Hybrid

Grant Thornton Global Delivery Center Poland; Poznań; Hybrid; PLN 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work model

Private medical care

MultiSport

Benefits platform

Career development

Training platforms

Inclusive workplace

Poznań Malta Office Park

Job summary

Grant Thornton Global Delivery Center Poland is seeking an IT Service Desk Agent (L1) to join a global IT support organization based in Poznań. You will be the first point of contact for IT incidents and service requests, ensuring timely resolution and high customer satisfaction across regions.

You will work in a hybrid environment with opportunities to collaborate with experienced Grant Thornton experts worldwide, supported by onboarding, learning programs, and a culture of teamwork and

Qualifications

• Be the first point of contact for IT incidents and service requests.
• Work in a metric-driven environment with KPIs like SLA, first-contact resolution, ticket quality, and user satisfaction scores.
• Proficient with ServiceNow for ticket handling and documentation.

Responsibilities

• Serve as the initial contact for IT issues and service requests from employees across regions.
• Resolve incidents and requests or route to appropriate teams while meeting SLA targets.
• Document actions, updates, and resolutions clearly in the ticketing system; contribute to continuous improvement.

Job description

Grant Thornton Global Delivery Center Poland is seeking an IT Service Desk Agent (L1) to join a global IT support organization based in Poznań. You will be the first point of contact for IT incidents and service requests, ensuring timely resolution and high customer satisfaction across regions.

You will work in a hybrid environment with opportunities to collaborate with experienced Grant Thornton experts worldwide, supported by onboarding, learning programs, and a culture of teamwork and