Service Desk Analyst With German (Remote)

Join Nordcloud and make your mark on the European IT industry. Help our clients thrive on their cloud journey in solution areas such as infrastructure, migration, data, and security.

Currently, we are looking for a Service Desk Analyst to join our team in Poland.

Your daily responsibilities:

• Being the first point of contact for cloud-related customers matters who speak English and German (although the tasks are mainly performed in written communication)
• Working in squads supporting 2nd and 3rd line support
• Managing ticket lifecycle within the ecosystem (initial categorization and diagnosis, troubleshooting, proper ticket escalation)
• Ticket records maintaining & tracking within the ITSM tool
• Delivering professional and prompt service to meet customer expectations
• Effectively managing backlog within support queues (proper escalation and ticket handling procedures)
• Keeping clear communication (properly documented in the ticket) between users and engineers
• Requesting additional information/sending reminders across the teams as well as for customers
• Managing out-of-office hours engineer support
• Contributing to Nordcloud’s internal community, fostering a real continuous development
• Contributing to the internal toolbox that helps us improve our processes, manage our/clients’ infrastructure, and scale the systems
• 24/7 shift pattern support

Your key skills:

• At least 1 year of experience in a Service Desk role (this is a crucial point for us)
• Background in Linux/Unix/Windows system administration
• Experience in 24/7 monitoring and troubleshooting
• General understanding of cloud environment concepts
• Experience in network and security field
• Experience and knowledge in Active Directory area
• Basic understanding of Lean management principles and ITIL processes
• Ability to spot eligible items for future knowledge base articles development
• Ability to work under pressure to meet tight deadlines (TTA, TTR SLA)
• Being a strong team player
• Fluent communication skills in English and German
• Good communication skills in Polish

Skills we’d consider a plus:

• Experience with Linux
• Previous experience working directly with external customers and different ITSM tools
• Experience working in international environments with geographically dispersed teams
• Public cloud platform experience in at least one of the following hyperscalers: AWS, Azure, Google Cloud
• Strong focus on developing technical skills
• Proactivity, and natural predisposition to grow professionally
• Experience in Technical Service Desk

We encourage you to apply, even if you don’t meet all of the requirements. We value your growth potential and enthusiasm!

The successful candidate is expected to go through a security clearance.

What we offer:

• Individual training budget and exam fees for certifications
• Flexible working hours and remote working model
• Laptop and equipment of your choice
• 
  Local package such as private health care, life insurance, MyBenefit cafeteria system

Please read our Recruitment Privacy Policy (https://nordcloud.com/recruitment-privacy-policy/) before applying. All applicants must have the right to work in Poland.

About Nordcloud

Nordcloud, an IBM company, is a European leader in cloud advisory, implementation, application development, managed services, and training. We are triple-certified across Microsoft Azure (https://nordcloud.com/multi-cloud/microsoft-azure/), Google Cloud (https://nordcloud.com/multi-cloud/google-cloud/) and Amazon Web Services (https://nordcloud.com/multi-cloud/amazon-web-services/), and we are recognized as a ‘Visionary’ by Gartner for Public Cloud IT Services. With 10 European hubs and over 1200 employees, we are known for our innovative cloud-native solutions and we have delivered over 1000 successful cloud projects (https://nordcloud.com/case-studies/).

Learn more at nordcloud.com (https://nordcloud.com/) and follow the #NordcloudCommunity (https://www.instagram.com/nordcloudcommunity/).

Nordcloud values diversity and is dedicated to providing equal opportunities for all candidates and employees.

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