Associate Service Desk Analyst (f/m/d) (german speaker)
About the role
The Associate Service Desk Analyst role will provide 1st level service support and resolution to existing and new Managed Services customers with their issues in relation to their Managed Service provided by Adaptavist.
The role will provide 1st line support and incident management to either resolve customer issues directly, or escalate the issue accordingly. Responsibilities will follow ticket lifecycle management from triage to debugging through to smoke testing and resolution in line with the agreed Service Level Agreements (SLA).
This role will play a critical part in providing excellent service to our customers, ensuring that we resolve their issues quickly to ensure they remain customers with Adaptavist for the long term.
What you'll be doing
Providing excellent customer service through responding to customer issues in a professional manner and keeping them informed of progress
Owning assigned issues/incidents through the ticket lifecycle management covering;
Creating issue ticket and initial triage to identify problem issue/area
Applying problem solving analysis and techniques to resolve issues where appropriate
Assigning the issue to an appropriate Systems Engineer based on problem issue, skill set and resources available
Acting as main coordination point with team working on incident to bring the issue to a successful resolution
Providing clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers)
Escalating to senior team members or external vendors when an incident becomes blocked to help resolve the issue
Creating, maintaining and curating of incident documentation to benefit both the customer and the team for retros and continuous team learning
Supporting with Root Cause Analysis (RCA) collation and documentation
Supporting with smoke testing to check functionality of a solution prior to its release to customer production systems
What we're looking for
German & English proficient
Proficiency in Jira and Service Now
Excellent organisational, prioritisation and interpersonal skills
An ability to think innovatively and creatively to solve problems
Using problem-solving tools and techniques to help identify and resolve issues
Self Awareness - knowing what problems you can solve and when you need to escalate
Confidence in collaborating with systems engineers to bring the issue to a successful resolution
Forensic attention to detail
Willingness to learn
- Experience within a fast-paced, fast-growth Tech start-up environment
Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet.
Drop us your application, we’d love to hear from you!
What to expect
We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.
You can read them here
Equal opportunities for everyone
At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.
We look forward to your application!
