Service Desk Analyst

ig; Kraków; Hybrid; PLN 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary & benefits plan

Medical Insurance with Medicover

Birthday leave

Job summary

IG Group is seeking a Service Desk Analyst in Kraków to join our IT operations. You will triage incidents via phone, email, and ServiceNow, document details, and support the EMEA region from Kraków.

The role requires AD, Windows, and desktop tooling experience; you will participate in 24/7 shift support and collaborate with escalation teams to boost service quality.

Qualifications

• Eager to learn and quick to learn.
• Excellent communication and interpersonal skills.
• Interest in financial products.
• Experience with Windows 10 desktop infrastructure in large organizations.
• Active Directory administration experience.

Responsibilities

• Triage incidents and service requests via phone, e-mail, communicator, ServiceNow.
• Troubleshoot end user incidents and resolve on first contact where possible.
• Record and document all details of incidents or service requests in ServiceNow.
• Support Kraków-based Service Desk to assist the EMEA region.
• Work across desktop environments including Microsoft and Apple platforms.

Skills

Eager to learn

Excellent communication

Interpersonal skills

Team player

Customer service mindset

Tools

ServiceNow

VPN

SCCM

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\'s Service Desk team are the 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, also were required, alert and/or escalate to the specialist support team. The position requires technical troubleshooting abilities and excellent customer service skills.

What you\'ll do:

• Triage incidents and service requests via phone, e-mail, communicator, ServiceNow.


• Troubleshoot end user incidents and where possible resolve upon first contact.


• Accurately record and document all details of the incident or service request, including categorization and priority into ServiceNow


• The primary base of this role is to proactively work within the Krak\u00f3w 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 and technical 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 the escalation teams to 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 receives high-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 communication and interpersonal skills


• Interest in financial products


• Windows 10 desktop 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 and guidance


• 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.

• Competitive salary & benefits plan


• Life Insurance


• My Benefit Platform


• Medical Insurance with Medicover


• 1 additional day off to celebrate your Birthday


• 2 additional days off a year for voluntary work


• Share Plans for Employees


• Free lunch at the office (ones per week)


• Employee Assistance Program


• We work in hybrid working model