Position: Service Desk Specialist
Company: Intellias
Category: Support
Experience required: 1y
English level: upper

Intellias is looking for a Service Desk Specialist to join the Information Management Department (IMD) which focuses on the improvement of Intellias' overall performance and ensures sustainability through business process optimization. As the Service Desk Specialist, you will be responsible for providing first-level technical support and consulting to end-users within the organization, for managing and resolving incidents and service requests. The primary role is to ensure that end-users receive timely and effective assistance with technical issues and problems, as well as to maintain customer satisfaction.

Responsibilities:
• Responding to customer inquiries and providing technical support via email, chat, or in-person.
• Logging and tracking customer issues and resolutions in a ticketing system, such as Jira.
• Providing first-level technical support for internal informational systems and escalating complex issues to developer's teams when necessary.
• Troubleshooting and resolving or consulting customer problems with all internal systems.
• Maintaining a high level of customer satisfaction by providing prompt and courteous service, following up with customers to ensure their issues are resolved, and keeping them informed of progress.
• Providing training and assistance to customers on using various internal systems and IT services.
• Contributing to the development and maintenance of the company's knowledge base, including writing instruction and articles for the internal knowledge base.
• Participating in team meetings and collaborating with other teams to resolve complex issues and improve processes.

Requirements:
Requirements:

• Experience working in customer support in a product/service company in a similar position. The candidate should have experience in user support, understanding their needs and offering effective solutions to solve problems.
• Experience with task tracking systems. The candidate should have experience working with tools for tracking and managing tasks and projects.
• Multitasking. The candidate should have the ability to efficiently manage multiple tasks simultaneously and be prepared for quick changes and task prioritization.
• Experience with email or chat-based support. This may help in situations where communication with users is conducted via email or chat.
• Ability to quickly learn latest programs and systems, as the company may use specialized software tools to perform work.
• Upper-intermediate level of English proficiency. The candidate should have well-developed skills in written and oral communication in English.
• Communication skills and empathy. The ability to listen to the user, understand their problem, listen to them and help them solve the problem is important for successful work in this position.
• Organizational skills and attention to detail. The ability to meet deadlines, organize work and be attentive to details is important for successful work in this position.
• Ability to work in a team and collaborate with colleagues from other departments.
• Flexibility and adaptability. In this position, it may be necessary to work with different users, solve different problems and work with different software tools. Therefore, flexibility and adaptability are important skills for successful work in this position.
Nice to have:
• Experience with Confluence
• Experience with JIRA