Service Desk Analyst
Service Desk Analyst
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Job Description
Job Description
A leading cloud based video solutions organisation is looking for an Application Support Analyst to join their growing team. As Application Support Analyst you will be the first point of contact for client support requests ensuring a high level of service and quick resolution of issues. You will be responsible for initial triage troubleshooting and escalating complex cases as needed. This is an opportunity to work in a dynamic environment supporting cuttingedge video streaming technology.
Initially the role will follow standard office hours working on a hybrid basis with participation in an oncall rota one week out of every four. As the team grows this will transition to shift work to provide 24/7/365 global support.
Key Responsibilities
Provide firstline support for issues raised via the Service Desk conducting initial triage and troubleshooting.
Lead resolution efforts for major serviceimpacting issues ensuring minimal downtime for clients.
Build and maintain indepth knowledge of the companys video streaming solutions.
Maintain a comprehensive knowledge base to assist with issue resolution.
Assist with onboarding new team members sharing knowledge and best practices.
Continuously improve processes to enhance efficiency and client satisfaction.
Essential Skills & Experience
Experience in a similar role within a software development or technologyfocused company.
Strong experience using Jira Service Management or similar platforms (Zendesk Freshdesk ServiceNow etc..
Analytical problemsolving skills with a structured approach to troubleshooting.
Excellent communication skills both written and verbal with the ability to engage effectively with clients and colleagues.
Proficiency in business software tools such as Microsoft 365/Office and Google Docs.
Ability to work independently and within a small collaborative team environment.
Wellorganised with strong time management skills.
Desirable Skills & Experience
Experience working in a SaaS environment with multitenant systems.
Knowledge of TV digital video broadcasting and streaming technologies (e.g. video encoding metadata management CDNs adaptive streaming and cloud platforms).
If youre passionate about technology and delivering outstanding client support apply today to join a fastgrowing company at the forefront of video streaming innovation.
Required Experience:
IC
Employment Type
Full Time
