Service Desk Analyst

Job Opportunity: Service Desk Analyst

Location: Remote

Work Schedule: This position follows U.S. Eastern Time (8:00 AM – 4:00 PM EST), which corresponds to 2:00 PM – 10:00 PM in Poland (8-hour shift)

We’re looking for a passionate Service Desk Analyst to join our remote team. In this role, you’ll leverage your technical expertise to support clients, collaborate on innovative payment solutions, and ensure smooth project execution. If you thrive on bridging the gap between business needs and technology, and are excited about contributing to a fast-evolving global payments environment, we’d love to hear from you!

Key Responsibilities:

• Serve as a primary technical point of contact for assigned clients, ensuring their business needs and service expectations are met.
• Maintain up-to-date knowledge of each client’s environment, configuration, and requirements.
• Collaborate with internal teams to identify and propose solutions that generate revenue for Global Payments while resolving client issues.
• Convert client business requirements into detailed technical specifications and secure stakeholder sign-off.
• Assist in release management, compliance activities, and project coordination to minimize impact on client operations.
• Provide on-call support on a rotating schedule (24/7 first-line support when required).
• Monitor adherence to Service Level Agreements (SLAs) and address escalations promptly and professionally.

Requirements:

• Advanced knowledge of English, written and verbal (min. C1 level).
• Minimum of a Bachelor’s degree in Information Technology or a related field.
• Minimum 1–2 years of relevant experience in analysis, issue resolution, and problem-solving.
• Familiarity with APIs and real-time communication support.
• Experience with ticketing tools.
• Ability to translate technical concepts into business-friendly language.
• Willingness to work Poland 2:00 pm – 10:00 pm (equivalent to US 8:00 am – 4:00 pm EST) initially.
• Basic understanding of programming and financial services software.

Our Offer:

• Employment based on B2B or CoW.
• MEDICOVER healtcare package.
• Multisport Card My Benefit Cafeteria.
• Participation in office life in our locations in offices in Poland (Gdańsk, Warsaw and Wrocław).
• Support in professional development.
• Internal Mobility Program – enjoy many opportunities for career growth, job rotations, diversity of projects & technologies.
• International, diverse, and inclusive working environment – get experience in global projects for worldwide leaders and enjoy multinational teams.
• Referral Program – enjoy cooperation with your colleagues and get the bonus!
• 5/10 years NATEK club – we offer long term cooperation and celebrate each fifth year cooperation anniversary with gifts.
• NATEK CSR Events & team buildings – enjoy our values: accountability, partnership and expertise and #workITwithus.