Service Desk Specialist

General duties:

• 1st level of support for system users in resolving requests
• Ticket queue management in the Jira system
• Cooperation with customers within METRO group (it's not a call center)
• Timely data entry into the system in accordance with the designated SLA level
• Ongoing monitoring of the ticket queue aimed at reducing the number of open tickets
• Support in providing access to the system for users
• Cooperation with colleagues from own and related teams
• Solving customer issues based on solution catalogue
• Maintenance and development of solution catalogue
• Ensuring that the team knowledge base is updated on an ongoing basis

Our requirements:

• Secondary education or university degree (IT degree not required)
• Very good knowledge of English
• Ability to think analytically
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