Position: Sevice Desk Analyst/Engineer
Company: Skelia
Category: Support
Experience required: 2y
English level: upper

MISSION
• Incident management/User query and issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing. Entering all pertinent information and updates of the reported issues into a ticket tracking application
• Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channels. Advise users on appropriate course of action
• Optimization. Ensuring improvement of the two previous processes through analysis, reviews, and documentation, as well as through competence building, knowledge sharing and other organizational changes
• Root cause analysis for technical issues/support problem identification
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of management/support
• Infrastructure monitoring using Grafana

REQUIREMENTS
• 2+ years of experience in managing a service desk
• A deep understanding of incident/ticket management is crucial for this position
• JIRA projects administration experience
• Familiarity with the escalation process is vital
• Background in work with the ticket platforms (ServiceNow, Zendesk is a plus)
• Experience in writing documentation
• Upper-intermediate spoken and written English
• Basic knowledge/understanding of monitoring tools 
• Experience of communication with third-party partners 
• The ability to prioritize, take responsibility, show proactivity and multitask are essential

SKELIA OFFERS TO YOU
• Family-like environment and personal attention to each specialist
• Interesting projects with innovative products
• “Benefit Cafe” with various categories like sport, leisure, books, fuel, etc.
• Competitive salary and regular reviews
• Educational support, funded language classes
• The work-life balance you deserve
• Cozy workplace
• Possibility to work from home as well as from our comfy offices

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