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Sodexo Pass

IT Service Desk Analyst

  • Smlouva na dobu neurčitou 
  • Praha

Společnost

Sodexo Pass

Sodexo Pass

  • Foodservice, Volný čas
  • Od 50 do 250 zaměstnanců

Nabídka

IT Service Desk Analyst

  • Smlouva na dobu neurčitou 
  • Praha

O společnosti

Jsou světovou jedničkou v poskytování zaměstnaneckých benefitů. Určitě znáš jejich stravenky, víš o někom, kdo využívá Cafeterii nebo super novinku ActivePass. Dělají toho ale mnohem víc. Jejich cílem je zlepšovat kvalitu života zaměstnanců. Nejen vlastních, ale i jejich klientů. Jsou 18. největší firmou na světě a v České republice působí už více než 25 let. Celý tým čítá více než 200 lidí. To není zrovna málo, ale i přesto se přátelí napříč odděleními a pamatují si jména svých kolegů.

Sodexo Pass
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Sodexo Pass

Popis pozice

IT Service Desk Analyst

A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess and analyze problems and issues logged in JIRA service desk system, and help to resolve these issues for users as well as for L2 and L3 IT expert groups.

Job description

  • Primary support responsibility for timely and planned response for first-level IT Service Desk tickets reported by customers, internal IT, external IT partners or automated systems (events from monitoring tools)
  • Responsible for regular and high-quality JIRA ticket triage – diagnose, analyze, priorities, categorize, document - according to ITIL ITSM processes
  • Accountable for IT Asset inventory and IT Systems Access management according to internal guidelines and policies.
  • You should be able to analyze incidents on a fairly technical level and be able to correctly diagnose what platform does the issue relate to and how severe it is. This will include reading and understanding automated incidents containing technical logs as well as do basic testing activities.
  • Escalate advanced requests to higher levels of IT expert groups – internal and external.
  • Locate and define potential for improvements, further assuring continual service improvement for our customers.
  • Monitor data from automated software systems and identify potential issues, e.g. understand analytics and monitoring data from a fairly technical POV.
  • Write and maintain product and user documentation as well as post-mortem reports, participate on Major Incident follow up processes.
  • Provide guidance and on-boarding for new employees.

Co u nás získáš

  • Notebook + mobile phone
  • Salary + bonuses
  • Six weeks of paid vacation per year
  • Meal Vouchers
  • Cafeteria Portal
  • Pension Insurance
  • A dynamic and multicultural working environment
  • Possibility for professional and personal development

Vítané zkušenosti

  • Minimum High School education, preferably IT focused.
  • You are very customer service oriented and have strong experience with IT service.
  • Knowledge of how backend or frontend (web + mobile) development works is a big plus.
  • Great problem solving and communication skills.
  • Experience with IT Service Desk software and databases (preferably ITSM compliant – e.g. JIRA, ServiceNOW, BMC etc.).
  • Knowledge of ITIL or ISO 20000-1 are a plus.
  • Ability to work in a fast-paced team environment.
  • Good verbal and written communication in English is a plus.
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