[Hiring] Associate Service Desk Analyst @The Adaptavist Group

Role Description

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

Qualifications

• 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

Benefits

• Very generous holiday (PTO) allowance
• Flexible working hours
• MacBooks provided to all employees
• Support for fully remote workers to set up their home offices
• Exceptional Time Away Policy including:
  • 26 weeks of fully paid leave for birthing parents
  • 13 weeks for non-birthing parents
  • Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs
• Remote-first way of working