- Esmane info
Senior Service Desk Analyst (Night-shift)
The Night Shift IT Sr service desk role will be a part of an active first-line IT team, responsible to resolve IT incidents, and service requests, from simple to mid-complex cases in a timely manner with quality, and active communication on the case status.
As a Night Shift IT Service Desk Sr Analyst, you’ll be responsible to be the resolve, recording, and documenting level IT support-related incidents/requests received from our internal end users via phone and our ITSM tool from 0:00 to 08:00 hrs (EET). Also to handover to other resolver groups that include the morning shift, second level, 3rd party vendor, or to the major incident response team.
Proactively communicate the user's case status, process, policies, procedures, and simple changes to systems. Perform hands-on fixes at a desktop level.
Participate in IT initiatives before/during/after changes, new services, or solutions (i.e., monthly patching health check or hyper care support)
Actively update articles in the internal collaborative knowledge base IT Tool
Attentive and fantastic customer service. Travel to company locations when needed.
The needed skills for a NightShift senior agent are:
•Experience in a similar role working in IT support/service desks is a must. The night shift requires experience in handling complex cases and prioritization of major and critical cases for escalation to a major incident team.
•A “can do” outlook with the ability to work on own initiative or as part of a team
•Understanding of system usage from an end-user perspective
•Agile and Lean ways of working
•Strong customer service skills
•Articulate & methodical approach to problem-solving
•Excellent interpersonal skills, both verbal and written
•Ability to remain calm and efficient under pressure
•Self-motivation with commitment, drive, and enthusiasm
•Speak and write English fluently**
Technical background and understanding:
•Microsoft technologies (cmd, PowerShell, windows, office client, edge, compatible hardware architecture x86)
•OSI ISO IT troubleshooting process
•Remote Support Tools
•Basic Windows Server services
•Cloud technologies (AWS, Azure)
•Experience working in a corporate environment
•Working experience during Night Shift
•Atlassian JIRA Service Management
•Microsoft O365 Administration (basic-mid level)
•ITIL Framework Foundations (Incident, service request, problem & change management)