Hybrid IT Service Desk Analyst – Global Support

IG Group; Kraków; Hybrid; PLN 52,000 - 78,000; Full time

Benefits offered by this job

Competitive salary & benefits plan

Life Insurance

Medical Insurance with Medicover

Birthday off

2 extra volunteering days

Employee share plans

Free lunch at office

Employee Assistance Program

Hybrid working model

Job summary

IG Group is seeking a Service Desk Analyst in Kraków to provide first-line IT support for end users across the EMEA region and globally. The role emphasizes desktop troubleshooting, incident management, and strong customer service in a fast-paced environment.

The successful candidate will work in a hybrid model with on-site and remote support, handling tasks from AD management to application troubleshooting while collaborating with the escalation team to ensure high-quality IT services.

Qualifications

• Excellent communication and interpersonal skills.
• Experience with ServiceNow call logging systems.
• Active Directory administrative experience in a medium/large organization.
• Understanding of desktop infrastructure and Microsoft operating systems.

Responsibilities

• Triage incidents and service requests via phone, email, and ServiceNow.
• Troubleshoot end-user incidents and resolve on first contact where possible.
• Document and categorize all incident details in ServiceNow.
• Support Kraków-based Service Desk to assist the EMEA region and beyond.
• Provide remote access/VPN support and drive service improvements.

Skills

Communication skills

Interpersonal skills

Eagerness to learn

Interest in financial products

Problem solving

Team collaboration

Tools

ServiceNow

Active Directory

Microsoft SCCM

VPN/Remote access

Job description

IG Group is seeking a Service Desk Analyst in Kraków to provide first-line IT support for end users across the EMEA region and globally. The role emphasizes desktop troubleshooting, incident management, and strong customer service in a fast-paced environment.

The successful candidate will work in a hybrid model with on-site and remote support, handling tasks from AD management to application troubleshooting while collaborating with the escalation team to ensure high-quality IT services.