Service Desk Analyst

Be | Shaping the Future Poland; Polska; On-site; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Be responsible for MediCare option

Multisport

Mindgram

Referral program

Gym access at Q22 office

Job summary

Be | Shaping the Future Poland is seeking a Service Desk Analyst to join our support team and help ensure stability and performance of key banking applications. You will investigate user issues, coordinate with 2nd/3rd level teams, and monitor system health in a fast-paced, international setting.

You will work with ITIL-based processes, maintain documentation, and contribute to ongoing service improvements while delivering high-quality user support.

Qualifications

• Experience in Service Desk, Application Support, or Production Support environments.
• Fluency in English (written and spoken).
• Knowledge of ITIL processes, including Incident, Problem, and Change Management.

Responsibilities

• Provide application support and incident management for business-critical systems.
• Investigate, troubleshoot, and resolve user issues and service requests.
• Coordinate with 2nd and 3rd level support teams to ensure timely resolution of incidents.
• Monitor application health and respond to alerts and service disruptions.
• Create and maintain knowledge articles, support documentation, and operational procedures.
• Contribute to service reporting and continuous improvement initiatives.

Skills

Analytical skills

Troubleshooting

Communication skills

Fast-paced environment

Tools

Ticketing tools

Monitoring tools

Job description

Be | Shaping the Future Poland, part of the Engineering Group, is a technology and business consulting company founded in 2013. We help organisations in financial services and other industries turn complex requirements into reliable, end-to-end solutions, drawing on expertise in software engineering, cloud and infrastructure, data, and quality assurance.

We're looking for a Service Desk Analyst to join our support team and help ensure the stability and performance of key banking applications.

Responsibilities

• Provide application support and incident management for business-critical systems.
• Investigate, troubleshoot, and resolve user issues and service requests.
• Coordinate with 2nd and 3rd level support teams to ensure timely resolution of incidents.
• Monitor application health and respond proactively to alerts and service disruptions.
• Communicate effectively with users and stakeholders throughout the incident lifecycle.
• Support problem management activities, including recurring-incident analysis and root cause investigations.
• Create and maintain knowledge articles, support documentation, and operational procedures.
• Contribute to service reporting and continuous improvement initiatives.

Requirements

• Experience in Service Desk, Application Support, or Production Support environments
• Knowledge of ITIL processes, including Incident, Problem, and Change Management
• Experience with ticketing and monitoring tools
• Strong analytical, troubleshooting, and communication skills
• Ability to work effectively in a fast-paced, customer-focused environment
• Understanding of banking, financial services, or enterprise applications
• Fluency in English (written and spoken)

Nice to have

• Experience supporting Calypso or other trading/capital markets platforms
• Knowledge of banking operations and financial products
• Experience with monitoring and alerting solutions
• Competitive B2B rate, aligned with your experience and the project
• Long-term projects for leading international organisations
• Continuous growth through internal DevTalks, online and onsite
• A collaborative, international team within the Engineering Group
• Optional Medicover, Multisport and Mindgram packages at preferential rates
• Free access to the gym at our Q22 office
• Referral program: a bonus for every successful recommendation