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  • Locationkrakow
  • SalaryCompetitive rates
  • Job TypeContract
  • ReferenceKAR001
  • Date posted14-Sep-23

Vertex Solutions has been providing an excellent service to our clients in Enterprise Software, FinTech, Insurance, Mobile, R&D, Finance, and IT since 1997. We work for some of the most innovative names in their respective markets.


We operate as partners from a position of trust, developed through our delivery of essential talent time and time again. We have helped to build talented teams of scientific staff and engineers (in Software, Hardware, IT, and Network Support disciplines) from graduate through to board level, allowing our clients to create value and develop their brand.


We provide some of the best technology talents in Europe to a mix of global brand names and cool technology start-ups.


Employment type: B2b


Location: Krakow, Poland.


Job Overview:

IT Service Analyst provides exceptional 1st and 2nd line service support and customer service.

Responsible for undertaking a range of activities to assist in the effective and efficient delivery of IT services, the IT Service Analyst will have a broad understanding of supporting technologies and Service Management disciplines, the ability to build strong and effective work relationships across a range of internal and external stakeholders and business representatives and have the ability to manage conflicting demands and tensions during high-pressure situations




  • Provide 1st and 2nd line technical support.
  • Take ownership of user incidents and resolve them.
  • Investigate incident root causes and develop solutions.
  • Analyze incident trends for proactive problem management.
  • Adhere to defined SLA thresholds.
  • Maintain and utilize event management systems.
  • Lead Major Incident Management engagement.
  • Contribute to Management Information on Incident handling.
  • Drive continual service improvement.
  • Maintain professionalism and high customer service.
  • Ensure process adherence.



  • Experience working within an ITIL-based Service Management environment.
  • Experience working within a large-scale IT Service Delivery environment.
  • Ability to quickly understand complex service architecture and inter-dependencies.
  • Ability to quickly understand the first direct business systems to be supported and the value streams underpinned by these.
  • Aptitude to understand new technologies with a view to providing support to the first direct business using those technologies.
  • Ability to provide support to services delivered across a broad range of technologies including network infrastructures, databases, application and network layers, mobile apps for iOS and Android, API, and others
  • Flexibility to work in shifts


Long-term rolling contract (B2b)



  • Health care, life insurance,
  • Friendly teams and people-focused attitude,
  • Opportunity to learn new things.


Have we sparked your interest?



Get in touch! We are looking forward to speaking to you:)


Reach out to me at or apply for this job to know more.

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Customer Reviews

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NetPromoter Score


10 out of 10. Danielle has been a pleasure to work with thus far, excellent communication, and very helpful in scheduling time with distributed team members.


NetPromoter Score


Unfortunately, position I applied has been filled out before my interview with client. However, I would definietely recomend (10) Vertex to others.


NetPromoter Score


- Felt professionally represented for roles we pursued - Relevant opportunities presented in light of discussions we had and my expectations

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