Industry Works / IT Global Service Desk Agent

Website Ryanair Labs Wrocław


Ryanair Labs is the technology brand of Ryanair, a start-up inside a corporation and a state of-the-art digital & IT innovation hub creating Europe’s Leading Travel Experience for customers.

In 2014 Ryanair decided to open the first state-of-the-art digital & IT innovation hub – Ryanair Labs Wroclaw. More than 200 IT enthusiasts working on 30+ projects with a collaboration with Dublin, Madrid and Portugal Labs are making your travel experience unique. As a result of our continued expansion, we want to hear from the best IT experts the European market has to offer to join our Labs.

What the Team does

  • 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[linkoptimizer:2] 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


  • 1–2 years’ hands on desktop support experience in a busy IT environment
  • Fluent English
  • 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


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

To apply for this job please visit