Company description:

HRO Digital is a specialist traditional recruitment business. HRO Digital is a brand of Verita HR Polska.
Verita HR Polska is a Human Resources service provider operating under number 5694.
We are working as a recruitment provider searching on our Client's behalf for a person in the following role:

Service Desk Analyst

Responsibilities:

- Acting as the incident manager for application outages, in line with the CSAT Incident management process. This includes liasing with business stakeholders during service outage/incidents and providing timely updates on progress and actions agreed during the incident
- Acting as the problem manager to ensure that root causes are identified for service outages and that the problem management process is followed. This includes raising problem tickets and running problem management calls with the L1/L2 team for identifying root cause of unknown issues and ensuring that all actions are completed in a timely manner
- Assisting the Service Desk Manager in developing and documenting the processes used for incident management and problem management
- Providing initial L2 triage of the tickets assigned to the CSAT Engineering team and resolving issues where possible and ensuring L2 tickets assigned to the CSAT Engineering teams are progressed in line with SLA and that incidents are closed when code fixes are delivered, or issues are escalated
- Performing periodical reviews of the support tickets and identifing thematic issues for proactive remediation
- Identify process improvement for efficient management of the support tickets. Document new and update existing service desk operating procedures
- Partner with L1/L2 team for review of knowledge base articles and ensure they are up to date
Support the CSAT team in managing incidents in both service now and JIRA.

Requirements:

- Formal certification in IT Service Management (eg. ITIL foundation)
- 4+ years’ experience managing L2 service desk tickets, incidents or problem management (Ideally on an application specific service desk not a global helpdesk)
- Experience of managing service outages / application incidents
- Experience of running and managing problems within a problem management process
- General understanding of IT software, applications and operations
- Good knowledge of JIRA service desk tool, Confluence pages and Excel
- Excellent communication skills, to drive activities and explain events and actions in
- Confident at working with Stakeholders within different regions and seniority levels

The offer:

- Stable job in professional team
- Interesting path of career in an international organization
- Consistent scope of responsibilities
- Private health care, employees’ benefits