Service Desk Analyst

3 days ago

Iasi, Iaşi, Romania Potentiam Ltd Full time 20,000 - 25,000 per year

What we are looking for
:

We are looking for a
Service Desk Analyst (hybrid setup)
responsible for providing first-line technical support to managed service customers. This role primarily operates within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms.

Responsibilities:

  • Provide a channel for users to request and receive standard services, via email, phone, and self-service;
  • Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure;
  • Recording and monitoring all faulty calls & requests for service on the Customer's ITSM Tool;
  • Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues;
  • Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress;
  • Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA's;
  • Take ownership of users' incidents and requests and be proactive when dealing with these.

Skills & Abilities:

  • Experience working in a Service Desk environment, preferably with a Managed Service Provider;
  • Hands-on experience with service desk and remote-control software;
  • Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android;
  • Advanced English level;
  • Service Level and Customer experience level Management experience.

What we offer:

  • A great work environment built by amazing people, working with high level technologies & products;
  • Being part of a company that values you at your highest professional and personal attributes;
  • Being valued within important events throughout the year - we offer a diverse benefit pack including special events gifts, free paid day for your birthday, Christmas & Easter vouchers;
  • Enjoying a competitive salary, meal vouchers, as well as top medical subscription;
  • Sport subscription;
  • Career development opportunities.

Take this chance and apply

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