Service Desk Analyst

IG Group

Kraków

Hybrid

PLN 52,000 - 78,000

Full time

11 days ago

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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

Job Title

Service Desk Analyst

Job Description

Compensation details will be shared by the recruiter during the first interview .

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn’t pivot to innovation; it’s how we’ve always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that’s rare in established businesses.

The bar is high – bring a curious and forward-thinking mindset and we’ll give you the platform to define what comes next.

Join us at IG – the future gets built here.

Your Team:

IG’sService Deskteam arethe first point of contact between end users and IT. The team are responsible for recording incidents and service requests within IG,and work to either restore service as quickly as possible, alsowere required,alert and/orescalate to the specialist support team.The position requires technical troubleshooting abilities and excellent customer service skills.

What you’ll do:

Triageincidentsand servicerequests via phone, e-mail,communicator, ServiceNow.
Troubleshootend user incidentsandwhere possibleresolve upon first contact.
Accurately record and document alldetailsof the incidentor service request, including categorization and priority intoServiceNow
The primary base of this role is to proactively work within the Kraków based Service Desk team to support the EMEA region with various aspects of the role supporting the company globally.
When incidents are raised the job holder will need to quickly determine the severity of the issue with regard to business impact andtechnical complexity.
This role encompasses all areas of technology used within the desktop environment including Microsoft, Apple, and a range of bespoke applications supporting both the trading desk and general IT infrastructure.
Day to day tasks will involve various aspects of UK, EMEA, and Global support including AD management, workstation application testing, deployment and maintenance, print management, patching, rollouts, video, video conferencing, as well as servers and software that support these functions were required. Predominantly PC but also Mac support.
The successful candidate will be able to demonstrate a technical proficiency and depth of experience across desktop related technology such as:Active Directory, TCP/IP, Windows Defender, Mobile Device Management, Microsoft SCCM as well as an in-depth knowledge of the Microsoft operating system family.
Provide remote access/VPN support.
Build relationships with theescalation teamsto ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
Be an advocate for the end user to ensure he or she receiveshigh-quality and timely service and support from the entire IT organization.
Will be able to demonstrate strong problem-solving and organizational skills
Ability to work under pressure and to tight deadlines
Initiate ideas to drive service improvements and efficiencies within the team
Notes: The team work in shift over a 24-hour period, the successful candidate will be required to participate in the Out of Hours Support Rota over the whole weekend.

What You’ll Need:

Eager to learn and quick to learn
Excellent communicationand interpersonalskills
Interest in financial products
Windows10desktop infrastructure within a large financial (or similar) organization.
Active Directory administrative experience within a medium / large organization.
Application deployment and maintenance, including testing and documentation.
Practical understanding of computer hardware and software.
Experience working with Call logging systems e.g. ServiceNow.
Experience of Java in a desktop environment,Self-organized
Ability to follow procedures andguidance
Understanding of the role of Service Desk in an organization

The perks:

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar is high, and we won’t pretend otherwise.

We work hybrid, which means three days in the office. We’ll recognise your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.