Job description

Job Description

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!

Your 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.

Our 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.

Benefits

Internal Mobility Program – enjoy many opportunities for career growth, job rotations, diversity of projects & technologies
Referral Program – enjoy cooperation with your colleagues and get a 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
Cafeteria
Medical Healthcare
Multisport Club Card
Technical and Personal training
Language courses

Additionally only for CoW: