IT Servie Desk Analyst

Zohorecruit; Polska; Hybrid; PLN 60.000 - 90.000; Vollzeit

Zusammenfassung

Zohorecruit is seeking a remote IT Service Desk Analyst to provide timely support for hardware, software, and network issues across the company. YOU will image, configure, and support desktops/laptops, manage Exchange/365 tasks, and assist with Intune and AD operations.

Strong customer service and problem‑solving skills are essential, as is the ability to learn evolving technologies in a fast‑paced environment. Experience with VoIP systems and ticketing platforms is preferred.

Qualifikationen

• Experience supporting Windows devices, Office 365, Active Directory, Exchange, and Intune.
• Familiarity with VoIP systems (Dialpad or similar) preferred.
• Experience with IT service management or ticketing systems preferred.
• Microsoft 365, Exchange, and IAM fundamentals are expected.

Aufgaben

• Answer, evaluate, document, and prioritize employee IT requests.
• Troubleshoot incidents and service requests per SLA and procedures.
• Image, configure, deploy and support desktops and laptops to standards.
• Provide desktop support for Office and standard business apps.
• Perform AD tasks: create/modify users and groups; manage access.
• Handle MDM with Intune for mobile devices and policies.
• Maintain accurate ticket notes, asset details, and KB docs.
• Escalate and hand over urgent tickets between US and UK desks as needed.
• Promote information security and follow company policies.

Kenntnisse

Customer service

Teamwork

Learning agility

Communication skills

Troubleshooting

Ausbildung

Microsoft 365 fundamentals (MS-900)

CompTIA A+

CompTIA ITF+

SC-900

SC-300

Tools

Active Directory

Microsoft 365 / Exchange

Identity & Access Management

Ticketing systems

Windows OS

Intune MDM

Jobbeschreibung

• Salary As per qualification and experience
• Remote Job

Job Description

This is a remote position.

Role Description

The IT Service Desk Analyst- provides timely, professional technology support to employees experiencing hardware, software, network, telephone, access, and other technology-related issues. This role is responsible for troubleshooting and resolving support requests, imaging and configuring desktop and laptop equipment, supporting Microsoft 365 and related systems, and documenting work in accordance with Service Desk standards and SLA requirements. The role requires strong customer service, sound problem-solving skills, technical aptitude, and the ability to learn and support evolving technologies such as Microsoft Intune.

Responsibilities

• Answer, evaluate, document, and prioritize requests for assistance from employees experiencing hardware, software, networking, telephone, access, and other technology-related issues.
• Troubleshoot and resolve incidents and service requests in accordance with Service Desk procedures, escalation paths, and SLA requirements.
• Image, configure, deploy, and support desktop and laptop equipment to company standards, ensuring proper installation of operating systems, applications, security tools, and required configurations. If required by the USA or UK Service Desk teams when assigned
• Communicate clearly and professionally with customers, providing status updates and appropriate follow-through until issues are resolved to satisfaction.
• Manage file and print resources and provide support for other user-based technology resources.
• Perform basic Microsoft Exchange and Microsoft 365 administration tasks, including mailbox creation, permissions management, and user support.
• Provide desktop support for Microsoft Office products and standard business applications.
• Maintain accurate ticket notes, resolutions, asset details, and knowledge base documentation for installation, configuration, deployment, and maintenance procedures.
• Set up, support, and troubleshoot mobile devices using Microsoft Intune Mobile Device Management (MDM).
• Perform Active Directory tasks such as creating users and groups, managing group membership, and supporting access‑related requests.
• Promote information security awareness by following company security policies, protecting company systems and data, and escalating potential security concerns as appropriate.
• Review and prioritize all P1/urgent tickets created that day and assigned by the USA team, then hand‑over any P1/urgent tickets received during the shift to the UK Service Desk.
• Perform other job duties as assigned.

Requirements

Technical Skills

• Excellent customer service skills and the ability to support users with varying levels of technical knowledge.
• Ability to work effectively in a team environment as well as independently.
• Ability to learn new processes, systems, and technologies quickly.
• Excellent written and verbal communication skills.
• Strong problem‑solving, troubleshooting, and critical thinking skills.
• Basic knowledge of TCP/IP, LAN, and WAN network topology and design.
• Ability to prioritize work, manage multiple requests, and follow through on commitments.

• Active Directory (create, modify, disable users & groups)
• Microsoft 365 / Exchange (mailboxes, access)
• Identity & Access Management (IAM) principles
• Ticketing systems
• Basic Windows OS & application support
• Hardware & asset management (laptops, peripherals) life cycle

Soft Skills

• Clear communication (technical & non‑technical users)
• Attention to detail (critical for access control)
• Problem‑solving & troubleshooting
• Ability to follow processes accurately

Qualifications

• Experience supporting Windows devices, Microsoft Office products, Microsoft 365, Active Directory, Exchange, and Microsoft Intune.
• Experience with Dialpad, or other Voice over IP systems preferred.
• Experience using an IT service management or ticketing system preferred.

• Microsoft 365 Fundamentals (MS-900)
• Service Desk & Support Certifications
• CompTIA A+
• CompTIA ITF+
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)