Associate Service Desk Analyst (f/m/d) (german speaker) at The Adaptavist Group

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

• 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

What we're looking for

• German & English proficient

• Based in Germany

• 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

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