IT Support Analyst

• office-based work- Białystok
• CoE- UoP

• Provide 1st and 2nd line IT support to end users via phone, email, remote tools, and in person.
• Troubleshoot and resolve hardware, software, network, and Microsoft 365-related issues.
• Handle escalations and support more complex technical incidents.
• Log, manage, and resolve tickets in line with agreed SLAs.
• Configure, deploy, build, and maintain end-user devices and workplace technology.
• Support onboarding and offboarding activities, including user account and device setup.
• Assist with local IT infrastructure and workplace technology support.
• Collaborate with internal IT teams and external vendors to resolve technical problems.
• Maintain accurate documentation of incidents, solutions, and IT procedures.
• Travel to a company site in Rypin approximately 1-2 times per month to provide on-site hardware and end-user support.

• Experience working in an IT Service Desk, Helpdesk, or End User Support environment.
• Strong troubleshooting skills within Windows environments and Microsoft 365.
• Experience supporting desktops, laptops, mobile devices, and common workplace technologies.
• Familiarity with ITSM tools such as ServiceNow, Topdesk, Halo, or similar platforms.
• Understanding of IT support processes within an SLA-driven environment.
• Strong customer-service orientation with the ability to communicate effectively with non-technical users.
• Ability to prioritize multiple tasks and work independently.

• Fluent English (required).
• German and/or French language skills would be a strong advantage

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.