Job Opening

IT Helpdesk Analyst

  • Kraków, Lesser Poland Voivodeship, Poland
  • IT Services
  • Full-time

Acolad is an international leader in language and content solutions, services and technologies. Represented by the brands Acolad, Livewords, TextMaster and Ubiqus, the group is present in 25 countries and has a network of over 2,500 internal experts worldwide and +20,000 external linguists.

At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.

Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you!) to support our mission to drive growth and innovation across some of the world’s leading brand.

About the role:

  • Will be part of a worldwide team for a global Company
  • First point of contact for all IT support queries coming from the whole company’s subsidiaries all around the world, but focused on his main one.
  • Resolves or escalates incidents using a ticket system
  • Follows up with escalation points
  • Create and update documentation
  • Reports to management and improves the helpdesk quality of service
  • Requirements:
  • Uses the helpdesk ticketing system
  • Supports users with software applications
  • Deploys systems and software in Windows and Macintosh environment
  • Account creation and troubleshooting
  • Support 1st level Desktop, Network and infrastructure
  • Execute data backup, archival and recovery strategies
  • Provide maintenance on computer hardware and system
  • Train and support users on the use of desktop software and network resources
  • Work with the other services
  • Investigate issues and document them
  • Experience:
    • Microsoft office troubleshooting knowledge
    • Troubleshooting and maintenance of computer hardware, software and network connectivity
    • Active directory user management
    • Network: routing, dhcp, drive mapping
    • Printing hardware and software
    • Knowledge of helpdesk tools
    • Backup exec and Veeam understanding
    • Knowledge of fileshares and storage monitoring
    • VMware or any virtual environment support
    • As senior able to participate to quality audits et meetings (iso 9K and iso 27k)
  • Personal qualities: Organizational skills, ability to prioritize tasks and issues · Stress-resistant · Autonomous, keen mind and resourcefulness · Calm, friendly and comforting, build customer relationship, target customer’s satisfaction • Open mind and eager to learn, fast learner, teaching skills • Capacity to work cooperatively and effectively with other IT colleagues all around the world · English fluent is mandatory
  • Plus: • Experience with TSE environment • ITIL knowledge • Jira knowledge • French or German speaking
  • Benefits:
  • Private medical care
  • Sodexo LunchPass card
  • Cinema tickets
  • Multisport card
  • Language courses