Service Desk Analyst

Be | Shaping the Future Poland; Polska; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Medicover on preferential terms

Mindgram access

Free gym at Q22

Multisport access

Job summary

Be | Shaping the Future Poland is seeking a Service Desk Analyst to support banking applications and ensure stable operation of business-critical systems. You will provide incident management, investigate user issues, and coordinate with 2nd/3rd line teams to drive timely resolutions.

You will monitor application health, communicate with users and stakeholders, and contribute to knowledge articles, documentation, and process improvement. English fluency is required.

Qualifications

• 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).

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.

Skills

Service Desk

Application Support

ITIL processes

Ticketing tools

Monitoring tools

Analytical skills

Communication skills

English fluency

Customer-focused

Banking/financial services knowledge

Tools

Calypso

Monitoring solutions

Job description

Be | Shaping the Future Poland has a proven position of being a reliable partner for financial services organizations to analyze complex requirements, find solutions and implement them in their entirety, regardless of their complexity. Since the foundation of Be Poland in 2013, we have been continually expanding and customizing our spectrum of services. Today, we are privileged to have in our team the best individuals in each sector we operate within the financial services industry.

Are you passionate about solving problems, supporting business-critical applications, and delivering excellent user experiences? We're looking for a Service Desk Analyst to join our support team and help ensure the stability and performance of key banking applications.

Key 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.

Required Skills & Experience

• 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

Our offer:

• Competitive remuneration on B2B contract
• Option to activate Medicover and Multisport on preferential terms
• Access to Mindgram - mental health & well-being platform
• Free gym at Q22