Technical Service Desk Analyst with English
Sofia, Bulgaria
Job ID: 55381
Description
As a Service Desk Analyst you will provide first level technical support to internal associates through taking calls and handling the resulting incidents or service requests.Key Responsibilities:- Act as the initial point of contact for phone calls, chat and emails from associates regarding IT issues and queries
- Perform initial and some more complex troubleshooting with the aim to resolve at first call or escalate quickly and correctly if unable to resolve
- Utilise all available methods to resolve incidents (phone, email, chat, remote control/assist software)
- Strong support queue management discipline to ensure that all tickets are up to date and to help others if necessary
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Analyse and propose improvements of the current processes
- Deals with escalations of critical cases to the Global Incident Management Team according the procedures
Skills & Qualifications:
- Fluency in English – written and verbal
- Working understanding of Microsoft Windows Operating systems and administration with similar technologies
- Advanced knowledge of Microsoft Office applications
- Experience in managing, supporting and modifying custom applications based on Microsoft Access VBA
- Experience with SQL Administration
- Web Service knowledge
- ZenDesk Admin experience
As we value our employees, we offer:- Competitive salary & Bonus system
- Additional health insurance + Dental & Optical care, Hospital & Pregnancy care
- Well-being Program & Multisport card
- Food vouchers & Transport Allowance
- Referral and baby bonus
- Paid holiday days increasing in time
- Career growth and development – internal and external trainings, language courses
- Free access to LinkedIn Learning Platform
