Service Desk Analyst

Summary

Join Lineup, a leading provider of media sales technology, as a Service Desk Analyst (contractor). This remote position, based in the Czech Republic, involves triaging and resolving technical queries related to their Adpoint product, used by major media companies globally. You will collaborate with various teams, maintain a Known Error Database, and work within an ITIL environment. The ideal candidate possesses proven experience as a Service Desk Analyst, fluency in English and Czech, and excellent communication and customer service skills. This role offers the opportunity to support a cutting-edge product and contribute to a diverse and inclusive work environment.

Requirements

• Proven experience as a Service Desk Analyst
• Fluent in English and Czech – written and oral
• Proactive, self-starter with a positive outlook
• Excellent communication skills – written and oral
• Great customer service skills
• Able to self-manage their workload and meet deadlines
• Strong 2nd line fault analysis, diagnosis, and incident management within SLAs
• Ability to speak directly with customers to review their JIRA tickets, projects, and future needs

Responsibilities

• Triage, investigate, and resolve or escalate queries across diverse technical areas
• Schedule and monitor customer upgrades
• Support and maintain a Known Error Database
• Collaborate within an ITIL environment
• Work with JIRA and Confluence
• Provide excellent customer service

Preferred Qualifications

Third European language preferred, ideally German