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Nortal Ukraine — вакансия в Service Desk Analyst/Engineer (SK-879)
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Service Desk Analyst/Engineer (SK-879)

Nortal Ukraine
2 года назад
20 июля 2021
Киев

Skelia invites Service Desk Analyst/Engineer for long-term and full-time employment at its service centers in Kyiv/Lviv or you can work remote.

You will be a part of the extension team in an online travel agency. The main mission of our customer is to deliver the right booking capabilities to help their customers find the best holiday options for their specific needs. This is done using scrum and they focus on agile delivery, using continuous integration and delivery. 

As a part of a professional team, you will serve as a first point of contact to handle incoming queries and help requests from end users. 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.

YOUR PROFILE

  • 1+ 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
  • The ability to prioritise, take responsibility, show proactivity and multitask are essential


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

  • Competitive salary and regular reviews 
  • Personal cooperation with European and North America based customers 
  • Democratic management style with Agile-based practices 
  • Possibility to WFH as well as from our comfy offices 
  • 24 paid vacation days, 10 paid sick leaves 
  • Personal learning budget, internal trainings and funded language classes 
  • Vast benefit pack 
  • Unforgettable online events and lovely presents for you and your family 
  • Covid test, flu vaccination and taxi to office compensations

In your resume please allow our company to use your personal data.

Nortal Ukraine — вакансия в Service Desk Analyst/Engineer (SK-879): фото 2
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Nortal Ukraine — вакансия в Service Desk Analyst/Engineer (SK-879): фото 107

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