Service Desk Analyst

at  Mover Systems

SERVICE DESK ANALYST

Are you the go-to person for solving problems with a calm, collected approach? Do you thrive on being the first line of support, ready to help users tackle tech challenges with patience and precision? Then you might be our new Service Desk Analyst! ️

THE JOB

As our Service Desk Analyst, you will help us achieve our ambitious goals for an entire industry and provide excellence customer service.
As Mover grows across new countries and continents, we’re strengthening our Service Desk to match our ambitious goals. As a Service Desk Analyst, you’ll be at the core of delivering excellent support to our users, streamlining processes, and ensuring smooth, efficient service. Think of yourself as the essential link, empowering our team to perform at its best and setting up your colleagues for success.

For this position, we’re looking for someone with the right attitude and willingness to grow quickly into the role, thereby ensuring we can provide our customers the service we strive towards as a company. Some examples of the tasks you could work on would be:

• Oversee the day-to-day operations of our service desk, ensuring adherence to established policies and procedures.
• Monitor and prioritize incoming tickets, assigning them to the appropriate team members based on expertise and workload.
• Escalate complex issues to relevant technical teams and track their resolution.
• Ensure, that tickets in their initial state contain all needed information.
• Maintain a positive and professional work environment, promoting teamwork and collaboration.
• Collaborate with other IT teams to ensure seamless service delivery across the organization.

WHAT WE NEED FROM YOU

We seek skills comparable to these but understand that talents come in many shapes and sizes:

• Minimum 1-2 years of experience in a Service Desk or related IT support role.
• Technical knowledge and a quick learner of new software.
• Excellent problem-solving and analytical skills.
• Superior communication, interpersonal, and conflict-resolution skills.
• Highly organized and loves working based on data.

We’ll be super interested if you have any of the following (or similar) experiences as well:

• Experience using Jira Service Management
• Experience with ITIL or similar service management frameworks
• Experience working with Azure cloud technologies
• Experience in the Logistic industry providing automation and optimization

• Oversee the day-to-day operations of our service desk, ensuring adherence to established policies and procedures.
• Monitor and prioritize incoming tickets, assigning them to the appropriate team members based on expertise and workload.
• Escalate complex issues to relevant technical teams and track their resolution.
• Ensure, that tickets in their initial state contain all needed information.
• Maintain a positive and professional work environment, promoting teamwork and collaboration.
• Collaborate with other IT teams to ensure seamless service delivery across the organization