Associate Service Desk Analyst (f/m/d) (german speaker)

Job description

Company Description Working at The Adaptavist Group The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow. We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha! We make change happen. From anywhere. What we offer you We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices. Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS. Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work. Read our full list of benefits Job Description 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 Provide excellent customer service through responding to customer issues in a professional manner and keeping them informed of the progress. Own assigned issues/incidents through the ticket lifecycle management covering; Create an issue ticket and initial triage to identify the problem issue/area Apply problem-solving analysis and techniques to resolve issues where appropriate Assign the issue to an appropriate Systems Engineer based on problem issue, skill set and resources available Act as the main coordination point with the team working on the incident to bring the issue to a successful resolution Provide clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers) Escalate to senior team members or external vendors when an incident becomes blocked to help resolve the issue Create, maintain, and curate of incident documentation to benefit both the customer and the team for retros and continuous team learning Support with Root Cause Analysis (RCA) collation and documentation Support with smoke testing to check the functionality of a solution prior to its release to customer production systems Qualifications What we're looking for German & English proficient Based in Germany SLA familiarity ITIL 4 Atlassian tools (Jira) Experience within a fast-paced, fast-growth Tech start-up environment IT support ticketing experience, SDA Additional Information 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