Service Desk Analyst

Our customers are primarily from three main sectors. At Finance&Energy , we are active in development for the leading European financial exchanges. The finance sector is an area we started in and have been in for over 15 years, so we have rich experience and can afford to go into bigger and more complex projects. For example, we are currently developing a brand new greenfield trading system that has an advanced technology architecture and processes tens of thousands of events per second. In Health , we are working with leading German health insurance companies. We are currently developing a system for managing the insured’s account in a microservice architecture for one of the leading German health insurance companies. For example, we are also developing a system for the organization of assistance services for handicapped insureds throughout Germany. Another hot trend in this area is digital aids paid for by health insurance, for example, the Apple watch app we are developing, based on the use of health data from the watch, which allows cardiologists to monitor the ECG of their patients. The third sector is Digital Business . We are keeping up, and have opened up further opportunities in this growing area, in the development of cloud-based solutions. A current example is building a platform for financing development projects, running on Microsoft cloud services (Azure). We put a strong focus on quality Our goal is to develop high quality software for our customers, so we constantly monitor modern trends, improve our QA processes, pay attention to best practices and strive to design software to be maintainable in the long term. IT Service Desk Analyst As a Service Desk Analyst, you will be crucial in providing technical assistance and support to external customers and internal colleagues. Your fluency in German and technical expertise makes the difference in delivering exceptional customer service within and outside the organization. You will be the primary point of contact for addressing software and hardware issues, troubleshooting problems, and ensuring customer satisfaction through effective communication and timely resolution. What you will do? Management of the ServiceDesk Support Portfolio Communication with the clients (1st level support) and with colleagues in xITee (2nd and 3rd level support – System Administrators and Developers) Full responsibility for Ticket processing (triage, categorization, status control) Escalation of tickets to higher-level resolution groups Constant monitoring conditions and fulfilment according to SLA Preparation of regular reports about the Quality of Service Internal end-user support Proactively contribute to continuous improvement inside the IT Operations by proposing innovative ideas and enhancements What should be your skills? must have: Fluency in English and German language – minimally on B2 level Excellent attention to detail and strong organizational skills. Proven experience as a Service Desk Analyst or similar customer support role, preferably in a technical environment. Solid understanding of IT support principles, methodologies, and best practices. Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently. Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical individuals. Education in the IT field or previous experience in a similar position ITIL certification or knowledge of the ITIL framework is a plus Familiarity with Atlassian products (e.g., Jira, Confluence) is a plus. Willingness to learn and adapt to new tools is highly valued. Knowledge of networking and protocols What we can offer? Varied work and international projects Possibility of yearly bonus Self-realization and career growth opportunities Modern offices in the centre of Prague (Burzovní palác next to shopping centre Kotva in Nám. Republiky) and modern offices in the centre of Brno (CTP Park Vlněná Clubco nearby the main train station and Vaňkovka) Cool and friendly team – no corporate environment And lots of other benefits (language courses, access to Pluralsight, home office, sick days, zoo card, 3 sick days, Multisport karta) Our team is looking forward to hearing from you! #J-18808-Ljbffr