Junior Analyst - IT Support

Technologies we use

Your responsibilities

• Offer support to colleagues through various channels (In-Person, Phone, Chat & Virtual).
• Assist in the setup and configuration of laptops, including basic troubleshooting and maintenance of hardware and software.
• Respond to incidents and requests, escalating issues as needed.
• Communicate proactively with colleagues regarding their support requests.
• Help reconfigure laptops and perform basic tune-up services as required.
• Document all issues according to Standard Operating Procedures (SOP).
• Raise escalations and unresolved issues to senior members of staff
• Use the Incident Management system to log and track support activities.
• Support proactive initiatives based on data from performance management systems.
• Collaborate with other technical teams to address device and system issues.
• Participate in training sessions to enhance knowledge of MMC applications & systems.
• Assist with assigned projects as needed.
• Occasional weekend / after-hours work for business-critical events or emergencies
• Adheres to responsibilities such as compulsory training and education as and when required to maintain current knowledge.
• Performs time tracking tasks as required to ensure resources are allocated correctly to business requirements.
• Travel may be required.

Our requirements

• Education & experience: Qualification in IT, Computer Science or related field, or minimum 2 years’ proven experience in an IT support role handling incidents, requests and device configuration.
• Technical skills: Practical experience with Windows OS and Microsoft 365, Active Directory, common endpoint hardware/software troubleshooting, remote‑support tools and an ITSM system (ServiceNow or similar).
• Communication & customer service: Excellent verbal and written communication skills in English (min. B2) and Polish; strong customer‑service orientation and the ability to work with colleagues across multiple time zones.
• Knowledge of Polish and English required.
• Process & performance: Ability to follow SOPs, meet SLA targets, perform accurate time tracking, and escalate unresolved issues appropriately. Willingness to participate in mandatory training and performance‑related initiatives.
• Ability to work from the Warsaw office 5 days/week, flexible to occasional after‑hours/weekend shifts and business travel.

What we offer

• Work with colleagues across geographies in a global environment
• Work from office 5 days a week
• Emphasis on work/life balance
• Flexible working hours
• Attractive benefits package (including private health care, sports card, life insurance, savings plan, lunch card, language courses

Benefits

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being