01
Microsoft 365
Required
TRCI-26-04635
IT Service Desk Analyst (L1) / Helpdesk Support
Provide first-line IT support as the initial contact for users via phone, email, chat, and self-service. You will log, categorize, prioritize, and update incidents and service requests with clear ticket notes, perform L1 troubleshooting using scripts/knowledge articles/SOPs, resolve common end-user issues (password resets, account unlocks, Microsoft 365, VPN, printers, basic hardware/software), and escalate to L2/L3 with complete diagnostics and business impact. The role also requires strong user communication, status updates, shift handovers, and contributing improvements to knowledge articles.
Position summary
- Location
- Poland
- Workplace
- On-site
- Employment
- Contract
- Experience
- Minimum 8 years and Maximum 10 years
Role overview
Why This Role Matters.
Provide first-line IT support as the initial contact for users via phone, email, chat, and self-service. You will log, categorize, prioritize, and update incidents and service requests with clear ticket notes, perform L1 troubleshooting using scripts/knowledge articles/SOPs, resolve common end-user issues (password resets, account unlocks, Microsoft 365, VPN, printers, basic hardware/software), and escalate to L2/L3 with complete diagnostics and business impact. The role also requires strong user communication, status updates, shift handovers, and contributing improvements to knowledge articles.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
02
VPN
Required
03
Active Directory
Required
04
password reset
Required
05
account unlock
Required
06
printers
Required
07
hardware troubleshooting
Required
08
software troubleshooting
Required
09
knowledge base
Required
10
SOP
Required
11
scripts
Required
12
incident management
Required
13
service request
Required
14
ticketing system
Required
15
phone support
Required
16
email support
Required
17
chat support
Required
18
self-service
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
IT service desk / helpdesk (L1) support
Incident and service request management (logging, categorization, prioritization)
Ticket documentation (clear, accurate notes)
First-level troubleshooting using SOPs/scripts/knowledge base articles
Microsoft 365 end-user support
Password resets and account unlocks
VPN connectivity troubleshooting
Printer troubleshooting
Basic hardware/software troubleshooting
Escalation to L2/L3 with complete troubleshooting details
User communication and ticket status updates
Shift handover documentation
Preferred
Nice to Have
Knowledge article / knowledge base improvement
Experience supporting self-service portals
Familiarity with ITIL concepts (incident vs service request, prioritization)
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for IT Service Desk Analyst (L1) / Helpdesk Support
One page, about two minutes. We only ask for what we actually need to have a first conversation.