24/7 IT Service Desk Analyst

• Process incidents/requests initiated by customers and system monitoring, log and respond to all contacts from customers including emails and phone calls
• Categorize and prioritize incidents/requests
• Provide an initial analysis and troubleshooting to resolve incidents/requests
• Escalate incidents/requests to the next level of support as appropriate
• Follow up on incidents/requests and ensure proper documentation for all incidents/requests
• Coordinate with the next level of support to resolve incidents/requests
• Communicate with customers to ensure customer satisfaction: keeping them informed of incident/request progress, notifying them of planned changes and agreed outages
• Handling User Access Management requests

• Background in IT, a minimum of one year of relevant experience working in IT support
• Interpersonal skills such as communication, active listening, and user care
• Ability to follow complex detailed instructions
• Analytical skills to work with logs and good attention to details
• Willingness to work in night shifts
• You are a proactive person and have a high self-drive, able to multi-task and adapt to changes quickly

• Inspiring atmosphere flooded with humor, excellent coffee, and awesome people
• A modern well-designed working environment in the center of Tallinn, with team events, etc
• Competitive salary together with a benefits package