Service Desk Analyst

The Travel Corporation; Katowice; Hybrid; PLN 78,000 - 129,000; Full time

Benefits offered by this job

Continual professional development

International environment

English lessons

Remuneration in EUR

Training opportunities

Hybrid work model

Job summary

The Travel Corporation (TTC) seeks an experienced IT Service Desk Analyst to support our EMEA region from Katowice. You will provide 1st and 2nd line IT support to colleagues, resolve Windows/M365 issues, and work with ServiceNow for incidents, in a hybrid model with at least three days in the office.

You’ll collaborate with global teams, handle weekend shifts (two weekends per month), and develop knowledge of TTC internal tools while delivering friendly, professional user support.

Qualifications

• Degree in Computer Science, Information Technology, or a related field.

Responsibilities

• Represent the IT department in a professional, approachable and service-oriented manner.
• Provide 1st and 2nd line technical support to internal users.
• Manage incidents and service requests through ServiceNow.
• Handle incoming support calls via Microsoft Teams.
• Provide face-to-face support to employees in our Poland office, including walk-in requests.
• Deliver remote technical support using standard remote assistance tools.
• Diagnose and resolve hardware, software, connectivity and access issues.
• Support core company technologies including Microsoft 365, Active Directory, Intune, Entra ID (Azure AD), Defender and Windows 10/11.
• Escalate more complex issues when required and work collaboratively with other IT teams.
• Contribute to a positive user experience by communicating clearly and keeping users informed.
• Participate in the weekend support rota.

Skills

English fluency

1 year IT support

Windows 10/11

Microsoft 365

Active Directory

Intune

Entra ID (Azure AD)

Defender

ITSM tools

ServiceNow

Remote support tools

Communication skills

Weekend rota

Polish office presence

Education

Degree in CS/IT

Tools

ServiceNow

Zendesk

Job description

About Us

At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

Our Values

Everything we do is guided by our five shared commitments:

• Value Every Voice - We put people first.
• Act with Integrity - We do what’s right.
• Explore Beyond Boundaries - We’re driven by curiosity.
• Own the Outcome - We take responsibility for our decisions.
• Succeed Together - We’ve got each other’s backs.

IT Service Desk Analyst – EMEA

Location: Katowice, Wrocławska 54

Work model: Hybrid – minimum 3 days per week in the office

About the Role

We are looking for an experienced and enthusiastic IT Service Desk Analyst to join our TTC EMEA Service Desk team.

As part of a global travel organization operating across the US/Canada, EMEA and Australasia regions, we are committed to providing exceptional IT support to our internal teams, including executives and key stakeholders.

This position serves as a key point of contact within the EMEA Service Desk team and acts as a front-facing representative of the IT department. You will provide 1st and 2nd line support (Tier 1 & Tier 2) to colleagues across a broad range of technical issues.

Our Service Desk is about more than solving technical problems. We focus on building strong relationships across the business and aim to be seen as a trusted partner who provides reliable, timely and professional support.

What You’ll Be Working On

You will diagnose and resolve a variety of hardware and software issues, including:

• Desktop and laptop troubleshooting
• Desktop infrastructure and peripheral devices
• Ethernet and connectivity issues
• Account lockouts and access-related problems
• VPN connectivity
• Network access
• Windows environment troubleshooting
• Microsoft 365 applications and services

As a primarily Windows-based organization, most of your day-to-day work will involve Windows environments, although some exposure to macOS and Linux may occasionally be required.

You will also develop a working knowledge of TTC’s proprietary tools and internal business applications. Training and guidance will be provided to help you build your knowledge in these areas.

Please note: This role is part of our weekend support rota, therefore availability to work two weekends per month is required.

Your Responsibilities

• Represent the IT department in a professional, approachable and service-oriented manner.
• Provide 1st and 2nd line technical support to internal users.
• Manage incidents and service requests through ServiceNow.
• Handle incoming support calls via Microsoft Teams.
• Provide face-to-face support to employees in our Poland office, including walk-in requests.
• Deliver remote technical support using standard remote assistance tools.
• Diagnose and resolve hardware, software, connectivity and access issues.
• Support core company technologies including Microsoft 365, Active Directory, Intune, Entra ID (Azure AD), Defender and Windows 10/11.
• Escalate more complex issues when required and work collaboratively with other IT teams.
• Contribute to a positive user experience by communicating clearly and keeping users informed.
• Participate in the weekend support rota.

What We’re Looking For

• Degree in Computer Science, Information Technology, or a related field.
• Fluent spoken and written English, as English is used daily in meetings and communication within our international environment.
• Minimum 1 year of experience in a 1st/2nd line IT support or Service Desk role.
• Solid knowledge of Microsoft Active Directory, Microsoft 365, Intune, Entra ID (Azure AD) and Defender.
• Good knowledge of Windows 10/11, including installation, maintenance and troubleshooting.
• Experience working with an ITSM platform, such as ServiceNow, Zendesk or equivalent.
• Familiarity with remote support tools such as TeamViewer or BeyondTrust.
• Strong communication skills and a customer-focused approach.
• Willingness to work from our Poland office at least 3 days per week, as well as onsite during emergencies if required.
• Availability to work two weekends per month.

Nice to Have

Relevant IT certifications such as:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Other relevant Microsoft or IT support certifications

We believe in continuous learning and development. Depending on your role and development goals, opportunities may include:

• Conferences abroad
• Conferences in Poland
• Development budget
• External training
• Internal company training
• Soft skills training
• Space for experimenting and developing new ideas
• Support from technical leaders
• Technical knowledge sharing across the organization
• Dedicated opportunities to develop your ideas and skills

What We Offer

• Opportunities for continuous professional development.
• Work on interesting and varied IT projects.
• An international working environment.
• English language lessons.
• Attractive remuneration in EUR.
• Fully or partially funded professional training and development.
• Hybrid working model with a required office presence of 3 days per week.

Begin Your Extraordinary Journey With Us

At TTC, technical expertise matters, but so do relationships. Our Service Desk team combines technical knowledge with a genuine commitment to helping people, creating an environment where IT is seen not simply as a technical resource, but as a trusted partner across the business.

If you enjoy solving problems, working with people and developing your technical skills in an international organization, we’d love to hear from you.