IT Service Desk Analyst

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

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 Global Delivery Center Poland

At Grant Thornton Global Delivery Center Poland (GDC), you’ll contribute to meaningful work that moves businesses forward. From day one, you’ll 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, you’ll have opportunities to tackle complex projects, work with advanced technologies and develop new skills while expanding your experience. You’ll collaborate across countries, markets and time zones, learning from different perspectives and building experience beyond their roles.

At GDC Poland, you’ll be part of a team that succeeds together. Knowledge is shared, diverse perspectives are valued, and team members support one another in doing their best work.

Clear career paths, learning opportunities and international exposure will help you continue building your skills, expanding your capabilities and growing a rewarding career.

About Grant Thornton

Grant Thornton provides audit and assurance, tax and advisory services through the member firms of the Grant Thornton International Ltd (GTIL) network. Wherever business operates, the network is there, with member firm capabilities in more than 150 markets worldwide.

Within the network, the Grant Thornton Advisors multinational platform is a group of firms that connects priority markets and operates with aligned standards, technology and delivery expectations. For work that crosses borders, this helps support collaboration and coordination across markets. Platform firms operate as separate legal entities.

Why choose a career with Grant Thornton

At Grant Thornton, we help ambitious organizations make their most important decisions across audit, tax and advisory. Our scale doesn’t create distance. You work in smaller teams, with senior people who stay involved from start to finish. You take on real work early, help shape it and see it through.

You get access to capabilities across disciplines, clients in almost every industry and colleagues around the world who are only a message away.

Build a career with meaningful work, multinational opportunities and the support to make a lasting impact.