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Senior Service Desk Analyst

  • Warszawa, mazowieckie
  • Specjalista
  • 8 - 10 tys. zł brutto
  • 2019-01-31

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Senior Service Desk Analyst


    Location: Warsaw


    Job type: full time, permanent

    Salary: 9,000 brutto


    You are: 


    An IT specialist who is a self-starter, problem-solver and speak fluent Polish and English. You possess strong leadership skills to develop and motivate a technical team as well as the ability to establish strong and positive relationships with colleagues at all levels.
    You demonstrate sound organisational skills and ability to organise own and team workload to business priorities and under pressure. You have solid experience of working on all levels of Line IT Support Helpdesk.


    The Opportunity:


    The Service Desk team is responsible for delivering first class support to staff both onsite and remotely across 14 sites. We are looking to add a technically strong as well as hands-on Senior IT Service Desk Analyst to deal with major IT operational incidents and line manage a small team of Service Desk IT Support staff throughout our Polish offices. OSTC is committed to personal development and you will be mentored by the IT Service Desk Team Leader.

    Role & Responsibilities:

    • Providing hands-on 1st and 2nd line support and maintain users' satisfaction with their IT working environment.
    • Management of team performance.
    • Managing KPIs ensuring internal incidents and requests are resolved.
    • Looking for trends and reporting on problems.
    • Ensuring the team follow Incident Management, Problem Management, and Change Management processes.
    • Providing training for the team and keeping them up to date with any changes.
    • Utilizing the ticketing system to document your work and facilitate ticket assignment, prioritization, escalation, and resolution.
    • Line Manager responsible for Polish team members, including quarterly performance reviews.
    • Acting as an escalation point for the team as well as Traders, Office Managers, and Back office staff.
    • Responsible for Software & Hardware Asset Management.
    • Represents the Service Desk as a technical lead on Projects where required.

    Required skills and experience Qualifications:

    • Proven technical and employee leadership experience, ideally with "hands-on" management style
    • Minimum of three years of experience providing IT support
    • Management and support (remote and face to face) of a similar size team of service desk analysts
    • Excellent working knowledge of Active Directory, Exchange, Remote Assistance/Desktop, and Server Infrastructure.
    • Proven track record with troubleshooting ability to identify root cause and implement controlled change
    • Must be able to communicate clearly at a technical and end-user level
    • Ability to build relationships with business heads and other key stakeholders
    • Incident Management experience
    • Experience in providing in-depth Infrastructure support to a growing client base
    • Experience of controlling and management of IT Assets (including software & hardware)


    • Microsoft or Other IT Technical Certifications
    • Detailed knowledge of Active Directory, DNS, Server & Desktop management
    • Strong knowledge of hardware including User Devices, Printers and Factory Systems
    • ITIL Certification
    • Working knowledge of Video Conferencing and Voice Over IP (VOIP) Systems
    • Must be able to demonstrate technical ability at 2nd line engineer leve
    • Undergraduate degree in IT or equivalent industry certifications

    Take the opportunity – We have built a company where financial success is tied closely to technical achievement. We are always on the lookout for people who can bring their intellect, enthusiasm, and ability to execute to the team.


    Please attach your CV in English


    In just over 15 years, OSTC has become one of the leading trading companies in the world. Today we have over 450 people in 14 offices around the world including the UK, Poland, China, Russia, and Spain. Our success is focused on hiring and developing talented people and helping them to perform to their maximum and fulfill their potential. 



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