IT Global Service Desk Agent

Ryanair Labs is the technology brand of Ryanair. Labs is a state of-the-art digital & IT innovation hub creating Europe's Leading Travel Experience for our customers. The Ryanair platform has over 1 billion visits per year. By joining Ryanair, you will develop cutting edge tech solutions inside Ryanair, transforming aviation for Pilots, Cabin Crew & Ground Ops, as well as driving the tech experience for our customers on Europe’s largest travel website!

Ryanair Labs has more than 550 employees across our offices in Dublin, Madrid, Poland, and Portugal. Our plan is to continue to grow our IT Labs Team so we are always on the lookout for the best talent. Apply today for more information.

Your responsibilities will include:

• Support Triage steps to determine User, PC, Network, or Application problems
• Monitor all systems, networks and servers
• Monitor, update and manage a ticket queue with the goal of resolving issues within agreed SLA’s
• Active Directory administration
• Support escalation and monitoring
• Processing incidents and service requests initiated by end users using either the Self-Service Portal, email or telephone
• Escalating incidents and service requests to the next level of support if necessary
• Perform 1st Fix for user incidents
• Role requires ability to cover 12hr shifts on the 24×7 team and working onsite in our office in Wrocław

Requirements

• 1–2 years’ hands on desktop support experience in a busy IT environment
• Fluent English
• University degree
• Experience in remote PC fault diagnosis/troubleshooting
• Strong troubleshooting skills with PC hardware
• Knowledge of Active Directory, Microsoft Exchange, Windows 10, Office 2003-2016, o365, Citrix, Terminal Server, Backups, Printing, Symantec Antivirus, Encryption, VPN
• Excellent communication and documentation skills
• Good team player

Benefits

Working in Ryanair Labs Wrocław is an opportunity to join our digital development team at an exciting time with an ambitious road map to become digital leaders and pioneers.

Our offer

• Contract of employment (permanent after trial period)
• Flight tickets discounts from day one!
• Multisport card
• Private health care
• Group insurance scheme
• Option to participate in trainings and conferences
• Paid referral system
• Office located in the city center with a view for an Old Market Square

Apply today to discuss the role in more detail!