Full-Time Service Desk Analyst

• Monitor and act upon incidents and alarms from our platform in real time.
• Respond to incident tickets with clear and professional communication.
• Follow service runbooks to troubleshoot problems efficiently.
• Analyze system logs and perform queries using Grafana and other monitoring tools.
• Escalate issues to the appropriate teams when needed, providing detailed incident reports.
• Work proactively to identify and address potential issues before they escalate.
• Maintain agility and responsiveness in incident handling to minimize downtime.
• Participate in scheduled on-call rotations to ensure continuous system availability.

• Experience: 1–2 years in Service Desk/Help Desk handling incidents and alarms.
• Proven experience in a Service Desk, Technical Support, or Incident Response role.
• Experience with Ticketing & Process: Hands-on with ServiceNow/Jira/Zendesk, understands priorities/severity, SLAs, and escalation, can reclassify non-incidents using a checklist.
• Experience with SQL to relational databases: Can write and run basic SQL (SELECT, WHERE, JOIN, ORDER BY, LIMIT) to query incident-related data and verify impact.
• Experience on building documentation: Produces concise client updates and post‑incident notes with timelines and remediation steps.
• Availability for On-call Rotation: Willing to work shifts and on‑call rotation (nights/weekends/holidays) with reliable MTTA.
• Collaboration & comms: Works well in a war room, follows the Incident Commander, communicates status clearly, and documents actions.
• Ability to work under pressure and manage multiple incidents simultaneously.
• Knowledge of Monitoring & Logs: Able to read system logs and run basic Grafana queries/dashboards (or similar tools) to validate incidents.
• Knowledge of Security & compliance: Adheres to access, change, and incident policies, protects sensitive data.
• Knowledge of Cloud basics: Familiar with core concepts in AWS/Azure/GCP (regions/AZs, instances, load balancers, security groups/IAM, storage, basic monitoring).
• Competence in following predefined runbooks and troubleshooting procedures.
• Communication: English level B1 (intermediate) — can join calls, write clear ticket updates, and follow runbooks/alerts.
• Strong communication skills (both written and verbal).
• Willingness to work flexible hours, including nights and weekends, as part of on-call duties.

• Scripting/CLI: Comfortable with command line tools (curl, tail, grep) and simple scripts or queries (optional).
• Experience with ITIL-based incident management processes.
• Basic scripting or automation skills for incident resolution.
• Familiarity with monitoring tools such as Grafana.
• Ability to read and interpret system logs.

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