Position: Service Desk Analyst/Engineer
Company: Skelia
Category: Sysadmin
Experience required: 2y
English level: upper
Published: 2022-07-01T00:00:00+03:00

You will take detailed notes of the problem the user is experiencing, determine the steps they can take to resolve the issue, and manage the flow of incoming support requests.

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 an 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 level of English
Basic knowledge/understanding of monitoring tools
Experience in communication with third-party partners
The ability to prioritize, take responsibility, show proactivity and multitask are essential