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IT Service Desk Analyst
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Offer summary

(Summary generated by AI based on the full job description)

The project involves IT Service Desk support for the Coveris Group, focusing on first-line support and handling a high volume of incidents per SLA. Technologies include Microsoft 365, Active Directory, Windows 10/11, VPN, ITSM tools (e.g. ServiceNow), and basic business applications (ERP). Responsibilities cover diagnosing and resolving end-user issues, ticket management, escalation, and documentation. Benefits include private medical care and parking space.

newyou can start ASAP

IT Service Desk Analyst

Company: Coveris Białystok

from: 26 June 2026
to: 26 July 2026
salary not specifiedcontract of employment (full-time)
Salary details
basic salary
Offer parameters
level:mid
working mode:full office
location:Białystok, Podlaskie
Białystok, Podlaskie

Requirements

Expected technologies

Active Directory
Microsoft 365
Windows 10
Windows 11
ServiceNow
Topdesk
Halo ITSM

Optional technologies

Intune
ITIL Foundation Certification

Operating system

Windows

Our requirements

Essential:
  • 1-2 years’ experience in a Service Desk, Helpdesk, or 1st Line IT Support role
  • Experience working in a high volume, SLA driven support environment
  • Experience using an IT Service Management (ITSM) tool such as ServiceNow, Topdesk or Halo ITSM
  • Practical experience with:
    • - Active Directory (password resets, user and group administration)
    - Microsoft 365 (Outlook, Teams, OneDrive)
    - Windows 10/ Windows 11 Endpoint Support
    - Remote Support tools
  • Strong customer service skills with a genuine desire to help colleagues and the ability to communicate clearly with non-technical users
  • Proactive team player who shares knowledge and suggests service improvements
  • Fluent English (spoken and written)
  • Willingness to work on-call shifts
  • Limited travelling requirements (<15%)
    • Desirable:
  • Experience providing basic support for business applications at an access or guidance level
  • Additional European languages such as German, French, Hungarian
  • ITIL Foundation Certification
  • Experience with Intune or another mobile device management platform
    • Person specification and Experience (what characteristics will be successful)
  • Strong troubleshooting and diagnostic skills with a structured, logical approach
  • Excellent communication and interpersonal skills, including the ability to manage user expectations
  • Ability to work effectively under pressure in a fast-paced support environment
  • Strong organizational skills with attention to detail when documenting and updating tickets
  • A proactive and customer focused mindset with a commitment to service quality and improvement
  • Willingness to learn and adapt to new systems, tools and processes

    • Your responsibilities

    1. Provide frontline support for end user workplace issues, including:
    a) Laptops, desktops, monitors, peripherals, and printers
    b) User accounts, password resets, and access requests
    c) Microsoft 365 applications
    d) VPN and remote access connectivity
    2. Perform first line diagnostics and troubleshooting, resolving where possible
    3. Provide basic support for business applications (ERP or business systems) at an access and usage
    guidance level
    4. Escalate complex or unresolved incidents to 2nd line support with clear, accurate documentation
    5. Actively manage assigned ticket queues to ensure timely progress and resolution
    6. Contribute to service desk knowledge articles and documentation where required
    7. Use ITSM systems, remote support tools, and knowledge bases effectively to support service delivery
    8. Follow defined processes for IT asset, access, and account lifecycle management
    9. Operate within allocated tooling, permissions, and security controls
    10. Support continuous improvement by identifying repeat issues and opportunities for service
    enhancement

    About the project

    The IT Service Desk Analyst is the first point of contact across all sites for IT Support to the Coveris Group.
    The role is responsible for delivery high quality first-line support, managing a high volume of incidents and service requests, and ensuring accurate logging, triage and resolution or escalation in line with agreed service levels.
    The role focuses primarily on end user workplace support, including devices, user accounts, Microsoft 365, printing and VPN access. In addition, the role provides basic support for business applications (such as ERP or other line of business systems) at an access and “how-to-level”. The position plays a key role in maintaining user productivity, service desk performance, and customer satisfaction.

    Accountability

    • Acts as the first point of contact for IT incidents and service requests
    • Ensures all tickets are logged, categorized, prioritized and updated accurately within the ITSM tool
    • Resolves issues at first contact where possible or escalates appropriately to 2nd line/ specialists
    • Works in line with defined SLAs, service desk procedures and operational standards
    • Always maintains a high standard of customer communication and professionalism
    • Ensures compliance with Coveris IT policies, security controls and service management processes.

    Benefits

    • private medical care
    • no dress code
    • parking space for employees

    Coveris Białystok

    Coveris is a leading European packaging company, specialising in the production of advanced, flexible plastic solutions for some of the world’s most respected brands.
    We create and deliver high-quality packaging for everyday products, supporting their safety, freshness and convenience. Our priority is to develop innovative and sustainable solutions that respond to both market and environmental needs.
    Thanks to the commitment of our teams and the use of modern technologies, we continuously strengthen our position as a trusted partner for our customers across Europe.
    We operate 18 sites across Europe and are currently looking for new talent to join our team in Białystok.
    Join us and grow your career in a stable and innovative environment.
    IT Service Desk Analyst
    I apply to:
    Coveris Białystok
    Białystok, Podlaskie
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