IT Service Desk Analyst (Poznań - hybrid)

We are seeking an IT Service Desk Agent (L1) to join our global IT support organization. This role is a key part of our end-user support function and is focused on delivering high-quality, customer-centric IT support to employees across multiple regions. You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction.

operates in a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores. You will be working with other Service Desk agent peers located in three strategic regional centers. The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high-quality documentation.

Hybrid working model (2 days in the office and 3 days working remotely) Stable employment with an employment contract, private medical care, and a benefits package including Multi

Sport and a benefits platform Opportunity to work in an international environment and collaborate with experienced Grant Thornton experts and professionals from around the world A culture based on teamwork, trust, and knowledge sharing A well-structured onboarding program to support a smooth start and successful integration into your new role Clear career development paths and a