Service Desk Analyst
HybridSofia, Sofia-Capital, Bulgaria
Sofia, Sofia-Capital, BulgariaHybridFull TimeLarge
Full TimeLarge
Job Summary
Resolve customer queries via phone and email as a 1st line technical support specialist, ensuring timely and efficient handling of incidents and requests. Log all interactions, categorize and prioritize tickets, and assign them to the relevant teams for resolution. Monitor systems to escalate incidents to external vendors or internal teams as needed, including raising problem tickets when required. Liaise with other departments to drive timely resolution and provide regular status updates to customers. Identify potential issues and escalate them to the Team Lead or Service Desk Manager immediately.
Required Qualifications
- Proactive attitude with a willingness to get stuck in.
- Excellent English communication skills.
- A collaborative team player.
- Excellent attention to detail.
- Keen interest in Information Technology.
- Customer-focused approach.
- Eager to learn and develop new skills.
Desired Qualifications
- Understanding of the Information Technology Infrastructure Library (ITIL V5) framework is desirable.
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