• Identifying priorities, tracking ticketing and assign them to appropriate team
• Monitoring the delivery of services to clients in defined SLA and quality parameters
• End-to-end monitoring of the ticket life cycle from opening to final resolution
• Closing all resolved tickets and sending confirmation to clients
• Communicating with clients during ticket resolution (giving status, answering queries)
• Active communication with the sales team and timely provision of all information necessary for business communication
• Verifying time entries in the time-tracking tool
• Tracking requirements, updating the status and managing the life cycle of the problem until the final solution

• Experience in managing technology incidents
• Strong communication and stakeholder management skills
• Service desk experience
• Change management experience
• Strong ability to manage escalations within the team and with external stakeholders
• Basic knowledge of software development, IT security, infrastructure management and other technology domains
• Excellent interpersonal skills together with an ability to lead and motivate others to deliver in incident situation
• Customer-oriented mindset, willingness to help

Benefits which we offer:

• Work in a dynamic team where new ideas and open communication are quite valued
• High possibility of personal and professional development within the company
• Continuous training through mentoring programs, internal and external training and certifications
• Flexibility to combine remote working and working at the office
• A range of benefits that include private health insurance
• Work in a modern space in an attractive location