Senior Helpdesk / 1st Line Support – Warsaw

Senior Helpdesk / 1st Line Support – Warsaw

13 October 2021

Become a part of the problem-solving team for a leading Investment Bank!

Warsaw based opportunity with a possibility to work remotely 3 days a week

As an L1 Support, you will work with the main support team for our client, one of the most prestigious Investment Banks in the world. You will work in a global team from the EMEA and APAC region. This is an opportunity to grow within a team that supports all employees and external customers of the Bank, troubleshoots and solves issues on several Windows solutions, Remote Desktop tools and Voice services.

Your main responsibilities: Support internal and external customers of our Client

  • Address end user queries and issues via phone, e-mail and chat support
  • Perform ‘cradle to grave’ ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved
  • Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc
  • Maintain effective documentation by regularly reviewing and updating knowledge base content
  • Provide world class quality of service to end users throughout the resolution process
  • Engage engineering teams and product owners to assist with troubleshooting as needed
  • Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions
  • Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others

You’re ideal for this position if you have:

  • Three to five years of experience working in the technical support field in an enterprise environment
  • Support experience with the following:
    • Microsoft Windows platform (Windows 7, 10)
    • Networking, LAN , WAN, corporate enterprise domain infrastructure environment
    • Windows desktop and server operating system
    • Microsoft Outlook (2016 and M365)
  • Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization
  • Experience supporting voice infrastructure such as Cisco Call Manager, Avaya PBX, Avaya Meeting Exchange, or other enterprise voice systems (less common: BT or IPC turret phone systems)
  • Experience supporting Microsoft SharePoint
  • Experience supporting Macs and OSX
  • Proficiency in Unix command line
  • Ability to perform Mobile OS (iOS/Android) application troubleshooting
  • Good understanding of English and good communication skills are a must
  • Flexibility to occasionally work any 24×7 shift to accommodate BCP or other business impacting events
  • Basic knowledge of Microsoft Active Directory is a plus

We offer you:

ITDS Business Consultants is involved in many various, innovative and professional IT projects for international companies in the financial industry in Europe. We offer an environment for professional, ambitious and driven people. The offer includes:

  • Stable and long-term cooperation with very good conditions
  • Enhance your skills and develop your expertise in the financial industry
  • Work on the most strategic projects available in the market
  • Define your career roadmap and develop yourself in the best and fastest possible way by delivering strategic projects for different clients of ITDS over several years
  • Participate in Social Events, training, and work in an international environment
  • Access to attractive Medical Package
  • Access to Multisport Program
  • Access to Pluralsight
  • Flexible & remote work 

#GETREADY to meet with us:

We would like to meet you. If you are interested please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing your personal data. You can always also apply by sending us an email to

Internal number #1858

Apply directly