Jr. Service Desk Agent

Job description

Do you wish you could be part of a small team where your efforts will make a huge impact? Our Service Desk Team exists to enable and assist Percona Staff. We provide support by following documented incident management and request fulfillment processes and procedures while ensuring established policies are observed. Our Service Desk Agents are the single point of contact for anyone in Percona in need of technical assistance. They provide first-level support for incidents, service requests, knowledge, and routine tasks and ensure tickets forwarded to the next level of support and beyond are handled by partner teams like IT Operations, Security Operations, Compliance, Privacy & Legal. Moreover, our Service Desk Agents will be working cross-functional with our partner teams to improve processes and procedures, enhancing our results and productivity and better enabling our Staff. These include: - **Staff Enablement:** Improve our results and productivity by providing integrated content and training. Creating appropriate documentation and training for our Staff, aiming at self-service. Maintain our Service Desk Team documentation repository. Assist other Business Services teams to maintain their documentation repositories up to date. - **Staff Compliance:** Improve our compliance results by providing continuous communication of our policy requirements and updates. Assist our Staff to quickly fix compliance issues. Ensure our Staff completes the Security and Compliance mandatory trainings. Regularly perform and document ISO Access Reviews. - **Staff Experience:** Improve our processes to ensure the best experience for our Staff, including access provisioning, vendor risk management and equipment procurement processes. ## **What You Will Do** During shift hours, the Service Desk Agent will be responsible for handling the Service Desk ticket queue and chat as first-level support by following documented incident management and request fulfillment processes and procedures while ensuring established policies are observed. Moreover, during off-shift hours, our Service Desk Agents will be working cross-functional with partner teams, such as IT Operations, Security Operations, Compliance, Privacy & Legal, to improve processes and procedures, enhancing our results and productivity and better enabling our Staff. ### **Technical Support** - Take on Level 1 support and triaging for IT Operations and Security Operations teams. - Handle basic tasks and change requests. - Redirect issues you cannot resolve to the next level of support. - Learn from next level support technicians. ### **Customer Service** - Handle ticket / chat / calls with a strong sense of prioritization. - Provide quick resolution and excellent customer service. - Cooperate with technical experts to provide the best service possible. - Ensure tickets are kept up to date, and end-users are informed. ### **Staff Enablement** - Handle Percona Staff and External Contractor onboarding/offboarding. - Train New Hires (Orientation) and Staff on Service Desk Processes and Procedures. - Take on access management routine tasks. - Write and maintain documentation for staff self-service. - Write and maintain internal documentation for the Service Desk Team. ### **Staff Compliance** - Process device compliance requests to ensure compliance with our Policies. - Ensure that Security and Compliance mandatory trainings are completed by our Staff. - Handle requests for assistance with compliance issues. - Process new Vendor requests to ensure compliance with Privacy, Security Operations, and Legal. ### **Staff Experience** - Handle New Hire and Staff equipment procurement requests. - Assist in maintaining automated tasks and workflows managed by the Service Desk, such as access provisioning. - Handle requests related to automated workflows managed by the Service Desk. ## **What You Have Done** - Experience working with cross-functional teams. - Experience with Service Desk software. - Experience in basic administration of tools for user access. - Strong English communication skills (spoken and written). - Capable of remote and self-directed work. - Strong organizational and communication skills. - Customer service experience and people-oriented. - Ability to prioritize and manage time effectively. - Attention to detail and quality focus. - Enthusiastic and with a “can-do” attitude. - Technical aptitude and willingness to learn. ## **What Will Make You Stand Out** - Experience specifically with our tech stack: - Google Workspace - Slack - JIRA - Confluence - ServiceNow - Duo Access Gateway - LDAP/FreeIPA - SentinelOne - JumpCloud - Experience providing technical support for: - Windows, Mac, and/or Linux workstations - Endpoint Security Solutions - Antivirus, VPN, basic networking, etc. - Experience with automated tasks and workflows - Experience in staff enablement and curating documentation - Experience with vendor risk management - ITIL Practices experience ## **Regular Work Schedule** Our Service Desk team covers a 12-hour shift from **9 am to 9 pm UTC** during weekdays. The position is remote work from home, 40 hours per week, usually 8 hours per day during weekdays. Our regular schedule consists of a block of hours to cover the shift, which we call core hours. These are usually 4 hours per day. The rest of the hours are flexible, meaning our Service Desk Agents can work those hours at a time that best fits their schedule. Service Desk Agents should also have the flexibility to work their colleagues' schedules sometimes, mostly for out-of-office coverage. This position may also require, on special occasions, to work on incident and urgent matters outside of the regular schedule, time that may be recovered from off-shift hours later on. <!--WEB-ONLY--> **Why Percona?** At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB. Percona is proud to be a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries! We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. Our staff receives generous benefits including flexible work hours and various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. We also support being socially responsible through our PAVE volunteering program and Women Transforming Technology. If you love the idea of working with a high-growth tech company that is one of the best in the business and known globally as a leader in the open-source database space, let’s talk! Connect with us and stay up to date on our latest news and developments by following us on [LinkedIn](https://www.linkedin.com/search/results/all/?fetchDeterministicClustersOnly=true&heroEntityKey=urn:li:organization:421929&keywords=percona&origin=RICH_QUERY_TYPEAHEAD_HISTORY&position=0&searchId=29912b91-aeb0-4aa6-b3ab-fc70c59fa57f&sid=u0N) and [Twitter](https://twitter.com/Percona?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor). We look forward to connecting with you!