Position: Service Desk Analyst/Engineer
Company: Skelia
Category: Support
Experience required: 1y
English level: upper

YOUR PROFILE
•	1+ years of experience in managing a service desk 
•	JIRA projects administration experience
•	Experience in writing documentation
•	Upper-intermediate spoken and written English
•	Good communication skills


YOUR MISSION
As a Service Desk Analyst/Engineer you will be responsible for a whole range of activities, including:
•	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

SKELIA OFFERS TO YOU
•	Ongoing opportunities in international company
•	European democratic management style
•	Trainings and business trips abroad
•	Language classes (English, Polish)
•	24 working days paid vacation
•	Wide benefits and compensation package which includes one or several items according to your choice: paid lunches, access to gym/swimming pool, medical insurance and many others
•	Office with comfortable workplaces in top class building facilities
•	8 hours working day and 5 day working week
•	Social events for you and your family