Position: Help Desk/Service Desk analyst
Company: Virtuace
Category: Support
Experience required: 1y
English level: upper

Virtuace on behalf of our client — American insurance company is looking for a Help Desk/Service Desk analyst to join our team (full-time position, with ability to work from 3 pm till 11 pm Kiev time). Client is a global specialty provider of property and casualty insurance and reinsurance that has more than $110 billion USD in total assets along with $17 billion USD in net assets.

Requirements:
• 2 years Help Desk/Service Desk analyst experience, or 1 year of junior Business analyst experience;
• Experience in TFS;
• Upper-intermediate level of English;
• Ability to work from 3 pm till 11 pm Kiev time;
• Good SQL knowledge;
• Ability to read and understand technical manuals, procedural documentation, and create standard operating procedures;
• Work independently to analyze escalated issues, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution;
• Excellent written, verbal, listening, analytical, and communication skills required. Logical and analytical mindset. Must be able to easily grasp and communicate complex ideas;
• Excellent organizational skills to adapt to sudden change. Ability to change direction at any given time and ability to make decisions independently;
• Ability to understand the interdependencies between applications and systems;
• Experienced in Business support with strong problem diagnosis skills (Thinks outside the box);
• Effectively use knowledge gained through prior experience and training to resolve issues. Ability to document knowledge and share solutions with other SME and IRT Teammates is required;
• Displays use of excellent interpersonal skills. Demonstrated ability to interact with professionals both on a Technical and Non-Technical level;
• Proven ability to learn new technologies while maintaining high levels of performance in an ambituous, high pressure environment.

We offer:
• To work with company which is financially stable and reliable, we dont have staff cut or salary cut, on the contrary- our company is growing and developing. As our main customers are American insurance companies, it allows us to feel safe and protected on financial side;
• Health insurance;
• English classes (online) and speaking-club with native speakers;
• Possibility of remote work;
• Competitive salary;
• Collaborative friendly team environment.

Responsibilities:
• Troubleshooting/responses to user requests/incidents received and providing first level support for users of certain set of applications;
• Regularly review assigned incidents and/or requests, checking for actions already taken, accuracy of ticket categorization and service delivery urgency. Take ownership of tickets based on assigned SME application and priority assignment time in queue;
• Review incidents and/or requests from the customer perspective and decide whether they should be assigned to the development team or may be resolved at analyst level;
• Control the service levels for requests resolution and escalate unresolved issues -answer and handle calls/emailing related to ServiceNow requests;
• Multi-task between multiple critical or high severity issues.