Service Desk Specialist

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  • Customer Support - Client Service
  • Internet - eCommerce
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 04.05.2020

    What You’ll Do

    • Perform day-by-day administration and monitoring of production systems;
    • Solve systems incidents in a timely manner, according to the SLA agreements, in Ticketing tool;
    • Perform analysis on incidents, perform root cause analysis for different issues;
    • Assign incidents that are in the queue, based on the knowledge of the colleagues;
    • Involve in the creation/update of internal procedures, recommending improvements when necessary;
    • Assist and offer support for new / ongoing projects;
    • Perform sanity checks for applications when they are scheduled;
    • Proactively involve in team activities/applications in order improve team performance;
    • Address and offer support for recurrent problems that occurs in systems supported;
    • Proactively analyze Unix logs and submit tasks to other parties when issues are being found;
    • Participate in business training held by different parties in order to improve business knowledge;
    • Improve internal processes;
    • Work on parallel on different tasks and often in parallel;
    • Involve and create automation processes by creating automated scripts and/or processes, in order to improve service quality (Convert manual reports to automated reports and Replace manual activities with automated ones);
    • Simplify the day by day work in order to continuously improve skills;
    • Perform analysis of the data flow / new features / functionality investigations, in connection with customer requirements;
    • Create cleanup flows and develop automated reports in order to sustain a powerful system;
    • Implement and document solution in order to prevent the incidents occurrences on the production systems;
    • Understanding of technical documentation, application functionalities and end to end flow;
    • Availability for on-call activities and working outside of business hours, including weekend;
    • Team player, good communicator, analytical thinking, problem solving orientation, capable to work under pressure.
    What You’ll Need To Succeed
    • Experience in Application Management L2;
    • Advanced English;
    • Experience in Unix and bash scripting;
    • Basic knowledge of DB and querying is a must;
    • Experience with web service mechanism is a plus;
    • ITIL background or certification is a plus.