Service Desk Analyst in Sofia (Bulgaria)

Where: Sofia (Bulgaria)

Extent of Work: Full Time

Click here to apply in English

Responsibilities:
• Provide first point of contact for internal users and external users;
• Participate in the management & Incident desk functions to support DA Software and Hosted Solutions;
• Investigate complex production issues, recreating problems and utilizing trace files & error diagnostics. Identify root cause and propose solutions;
• Incident desk – Logging of calls, incident & problem management, escalation, reporting, prioritization, communicating back to end-users. Identify corrective actions;
• Communicate to all key stakeholders on the status and progress of the investigation with clear actions and timescales;
• Liaison with end-users to provide regular feedback on progress;
• Ensure all services are delivered within the agreed service levels and performance standards;
• Ensure all operational checks are completed & issues are communicated appropriately;
• Produce & communicate Management Information Reports;
• Provide clients with monthly reports related to both Hunter and Transact utilization;
• Obtain client feedback on reports content;
• Provide responses to clients;
• Maintain the client email lists for DA products.
 
The successful candidate will have:
• Very good command of English and Italian – both written and spoken;
• High school diploma – mathematics or IT related discipline;
• Previous Service Desk or Customer Support experience;
• Motivation for work in the field of service support – on various tasks in a dynamic environment, meeting deadlines and quality standards;
• Problem solving and analytical skills.
 
The following skills and abilities will be considered as an advantage:
• Previous experience of ITIL or other similar related discipline;
• Understanding of Network/Hosted Infrastructure.
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