Service Desk Analyst
hace 1 mes
Who we are Ilkari is a privately-held start-up based in Dublin, Ireland. We deliver hyper-private scale innovation and technology to safeguard and secure data, enabling true data sovereignty even as the pace of change accelerates. Our best-in-breed sovereign technology delivers privacy and control over where companies' data resides, where it flows, and how it's accessed.We're here to rewrite the story of data sovereignty – empowering innovators, pioneers and visionaries to make their mark. We believe the sky is not the limit. We strive for the perfect balance of simplicity and excellence in everything we do, and we're looking for people who are ready to join our journey and rewrite the story of data sovereigntyRole overview The Service Desk Analyst is part of the Customer Service team within ILKARI's Business Operations. This role is based in Malaga. It involves providing IT support across various channels and ensuring seamless IT service delivery within a 24/7/365 environment.What you'll do
- Provide Tier 1 and Tier 2 IT support through tickets, emails, and instant chat.Respond promptly to technical issues and manage incidents from detection to resolution.Monitor incident and service queues, ensuring adherence to SLAs.Collaborate with cross-functional teams to maintain seamless service delivery.Create and update documentation, standard operating procedures (SOPs), and knowledge bases.Assist in change management processes and provide training on IT services to internal teams and clients.Ensure smooth operation of IT services both on-site and remotely.What are we looking for Technical skillsExperience in first and/or second-line IT support.Proficiency in incident, change, or problem management processes.Knowledge of network and server infrastructure, including Active Directory.ITIL® knowledge and understanding of IT service impacts on business.Soft skillsStrong communication and stakeholder management abilities.Analytical skills with the capability to derive insights from complex data.Ability to work autonomously in routine tasks and escalate complex issues when necessary.Relevant experiencePrevious experience in IT support roles, particularly in a 24/7/365 environment.Ability to work rotational shifts, including weekends and off-hours.Business fluency in English.Education
- Relevant technical qualifications or certifications (e.G., ITIL).What's in it for you (Spain)
- Private life and health insurance for you and your family.Four weeks per year to work from anywhere for eligible employees.Gym reimbursement.Company bus line for convenient transportation applicable for employees Malaga based.Learning Pocket for personal development.A hybrid working model with flexible hours.3 volunteering paid days each year.Generous referral bonus program.#J-18808-Ljbffr
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