Sharp
Active Recruitment

IT Service Desk Analyst (Mid)

Sharp
Warsaw, Poleczki 33 (Hybrid, Remote)
9000-13500 PLN

RECRUITMENT TIMELINE

Your journey to Sharp starts here

1

Application Submit

Submit your CV and complete the application form.

Duration: 24h
2

Phone Screening

Brief call with our HR team to discuss your experience, motivations, and answer initial questions.

Duration: 15-30 min
3

Technical Interview

In-depth technical assessment with team leads. Scenario-based questions and problem-solving exercises.

Duration: 1-2h
4

Final Interview

Meet with department manager and HR Director.

Duration: 45-60 min

Job Offer

Congratulations! You'll receive a formal offer with all details about compensation, benefits, and start date.

Duration: additional 2-3 days

JOB DESCRIPTION

About the Role

Sharp IT Services, part of Sharp Business Systems Polska, is seeking experienced IT Service Desk Analysts to join our 24/7 support team in Warsaw. As a leading provider of managed IT solutions across Europe, we deliver comprehensive technical support, cybersecurity, and IT infrastructure services to enterprise clients.

This role is critical to our mission of providing round-the-clock, reliable IT support that enables businesses to focus on their core operations. You'll work with cutting-edge technology and industry-leading tools while supporting international clients across multiple European markets.

As a 2nd Line Support Specialist, you'll be part of a dynamic team operating in a 24/7 environment with a 4-shift rotation model and hybrid working flexibility.

Key Responsibilities

  • Provide 2nd line technical support to Sharp's external enterprise customers across European markets
  • Handle escalated incidents from 1st line support, performing advanced troubleshooting and resolution
  • Collaborate with 3rd line teams on critical infrastructure issues and complex technical problems
  • Diagnose and resolve hardware, software, network, and security-related incidents
  • Monitor and respond to cybersecurity alerts and potential threats
  • Document all incidents, solutions, and knowledge articles in the ITSM system
  • Ensure SLA compliance and maintain high customer satisfaction scores
  • Participate in 24/7 shift rotation (4-shift model)
  • Support unified communications systems and video conferencing solutions
  • Contribute to continuous improvement of IT service delivery processes

REQUIREMENTS

Required Qualifications

  • Experience: 2+ in Service Desk/Help Desk roles
  • Technical Skills: Proficiency in Windows OS, Active Directory, Office 365, and common enterprise applications
  • Customer Service: Proven track record of supporting external clients in a B2B environment
  • Language: Fluent English (B2 level minimum) - essential for international client communication
  • Shift Work: Flexibility to work 4-shift rotation including nights and weekends
  • Communication: Excellent written and verbal communication skills
  • Problem-Solving: Strong analytical thinking and systematic troubleshooting approach
  • Availability: Ready to work in a hybrid model (office/remote)

Nice to Have

  • ITIL Foundation v4 or higher certification
  • Experience with ticketing systems (ServiceNow, Jira Service Management, Remedy)
  • Knowledge of network fundamentals (TCP/IP, DNS, DHCP)
  • Familiarity with ITSM tools and processes
  • Experience in manufacturing or electronics industry
  • Additional European languages (German, French, or Polish)
  • VIP/Executive support experience

BENEFITS

What We Offer

  • Private Medical Care - Comprehensive healthcare package for you and your family
  • Life Insurance - Group life insurance coverage
  • Multisport Card - Access to sports facilities nationwide
  • Social Events - Team buildings, company events, and networking opportunities
  • Training & Certifications - Continuous learning programs and sponsored certifications (ITIL, Microsoft, etc.)
  • Hybrid Work Model - Flexibility to work from home and office
  • Modern Office - Well-equipped workplace
BE ORIGINAL

ABOUT SHARP IT SERVICES

Sharp IT Services, part of Sharp Business Systems Polska, is a leading provider of managed IT solutions across Europe. We deliver 24/7 technical support, cybersecurity, unified communications, and comprehensive IT infrastructure services to enterprise clients.

Our Expertise
24/7 Support Cybersecurity ITSM Cloud Services
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