Service Desk Analyst | EU Institutions
pAt bAyesa Digital, /b we grow with you! /ppEvery professional in our company is vital to us. Thanks to their talent, we continue to expand; today, we are a global team of over 11,000 people working toward a common goal. /ppAyesa Digital is currently participating in high-impact European Union projects designed to address major European challenges and drive science and innovation. These are strategic technological projects based on collaborative initiatives that stand out for their international focus and a strong commitment to socially oriented results. /ppWe are looking for an experienced bService Desk Analyst /b to join an international environment supporting information systems and ICT tools used by European institutions and stakeholders. /ppBased in Ibspra (Italy), with on-site presence 3 days per week /b, you will provide user guidance and first-line support for information systems related to public health and food policies. Working within a multicultural environment, you will collaborate with project and service managers to ensure timely incident resolution and a high level of user satisfaction. /ph3bWhat you'll do /b /h3ulliProvide user guidance and support on the use of information systems and ICT tools /liliFollow up incidents related to information systems and organise the reporting /liliTrack and resolve user service requests through ticketing systems, in line with agreed SLAs /liliLog, categorise and upscale software defects to the appropriate teams, ensuring full traceability /liliCategorise and prioritise incoming tickets across channels (portal, chat, phone, email), applying consistent triage rules for impact, urgency and escalation /liliEnsure first-call resolution and complete ticket hygiene (impact, urgency, category, work notes, resolution codes) /liliDocument knowledge and known issues,
and transfer this knowledge to colleagues /liliReview KPIs monthly and feed continuous improvement actions into problem management /liliUse ticket tags and resolution codes to enrich the knowledge base /liliPrepare shift handover notes and peak-time staffing plans /li /ulh3bWhat we're looking for /b /h3ulliUniversity degree corresponding to EQF Level 7 (master's level or 5 years of higher education) and a minimum of 5 years of IT professional experience /lili5 years of experience in user/customer assistance /lili5 years of experience with Microsoft Office /lili3 years of experience with Adobe Acrobat Pro /liliDemonstrated practical experience with Atlassian Confluence and Jira in at least one professional project /liliExperience troubleshooting applications and routing support tickets to the right team /liliSkills in using operating systems, remote support tools and ticketing systems, with the ability to apply basic troubleshooting techniques /liliExcellent communication and writing skills /liliAbility to integrate into international and multicultural teams, self-starter attitude and teamwork experience /liliAbility to take part in multilingual meetings /liliEnglish language proficiency at C1 level or higher, both spoken and written. /li /ulh3bNice to have /b /h3ulliITIL 4 Foundation certification /liliExperience collecting feedback from users or collaborative platforms to improve support documentation /liliPrevious experience in European institutions /li /ulh3bWhat We Offer: /b /h3ulliPrestigious projects within European institutions. /liliInternational, innovative, and multicultural environments. /liliContinuous support from a team of experts in EU projects. /li /ulpIf you are ambitious, enthusiastic, and seeking a new professional challenge in international projects with real-world impact, this is the place for you! /ppIn accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle of equality between men and women, preventing any type of labor discrimination based on sex, and guaranteeing equal entry opportunities. Furthermore, we promote diversity and reject any discrimination based on race, gender, functional diversity, religion, sexual orientation, gender identity, or any other personal or social condition, striving to build an inclusive and enriching environment. /p #J-18808-Ljbffr
and transfer this knowledge to colleagues /liliReview KPIs monthly and feed continuous improvement actions into problem management /liliUse ticket tags and resolution codes to enrich the knowledge base /liliPrepare shift handover notes and peak-time staffing plans /li /ulh3bWhat we're looking for /b /h3ulliUniversity degree corresponding to EQF Level 7 (master's level or 5 years of higher education) and a minimum of 5 years of IT professional experience /lili5 years of experience in user/customer assistance /lili5 years of experience with Microsoft Office /lili3 years of experience with Adobe Acrobat Pro /liliDemonstrated practical experience with Atlassian Confluence and Jira in at least one professional project /liliExperience troubleshooting applications and routing support tickets to the right team /liliSkills in using operating systems, remote support tools and ticketing systems, with the ability to apply basic troubleshooting techniques /liliExcellent communication and writing skills /liliAbility to integrate into international and multicultural teams, self-starter attitude and teamwork experience /liliAbility to take part in multilingual meetings /liliEnglish language proficiency at C1 level or higher, both spoken and written. /li /ulh3bNice to have /b /h3ulliITIL 4 Foundation certification /liliExperience collecting feedback from users or collaborative platforms to improve support documentation /liliPrevious experience in European institutions /li /ulh3bWhat We Offer: /b /h3ulliPrestigious projects within European institutions. /liliInternational, innovative, and multicultural environments. /liliContinuous support from a team of experts in EU projects. /li /ulpIf you are ambitious, enthusiastic, and seeking a new professional challenge in international projects with real-world impact, this is the place for you! /ppIn accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle of equality between men and women, preventing any type of labor discrimination based on sex, and guaranteeing equal entry opportunities. Furthermore, we promote diversity and reject any discrimination based on race, gender, functional diversity, religion, sexual orientation, gender identity, or any other personal or social condition, striving to build an inclusive and enriching environment. /p #J-18808-Ljbffr