The Service Desk Specialist is responsible for monitoring systems, triaging issues, conducting problem tracking, and coordinating incident resolution with both internal and external technical experts. Comprehensive training will be provided, which includes an overview of operations, gaming machines, equipment, and systems. Service Desk Specialist will serve as the first tier of support for studio operations and are required to work on-site, in shifts to maintain 24/7 operation of the Network Operations Center (NOC).
Key responsibilities include:
- Monitor our gaming products via internal and external monitoring systems.
- Triage, monitor and resolve incidents.
- Work with existing team members to improve the systems and machines.
The Service Desk Specialist should be responsible and reliable, possessing creative problem-solving abilities and can remain effective under pressure. Is able to fit in and work cohesively in a multicultural, diverse, and international team. Ideal candidates will be self-driven, quick to grasp concepts, and have good communication skills, willing to take ownership of their duties and tasks. This position offers the Service Desk Specialist a path for professional development and growth.
Experience & Skills:
- Proficiency in computer usage and adherence to established procedures.
- Problem-solving skills and attention to detail.
- Experience with maintaining Service Level Agreements (SLAs).
- Experience in customer service roles, ensuring customer satisfaction when dealing with our customers.
- Escalation management experience.
- Ability to work calmly in stressful situations.
- Strong communication and teamwork skills.
- Very good written and verbal English.
What we offer:
- Entrepreneur culture of the company, which allows you to try new approaches and technologies all the time.
- Recognition from the business which translates to competitive salaries and a supportive attitude.
- A healthy mix of startup-like culture of the company, which enables us to try new approaches and technologies and remain on the edge of technological development and enterprise, with stability and supporting functions to help you focus on your job.
- Modern and developer-friendly delivery processes, including Agile (Scrum / Kanban), JIRA issue tracking, Confluence wiki.
- Being a part of an international team in a successful, publicly traded company.
- Health insurance, contemporary office environment, tech conference attendance, training, hackathons, and other benefits and perks.
