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Technical Service Desk Analyst with English

Sofia, Bulgaria
Job ID: 55381



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
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