Service Desk Analyst

Analisi del mercato

Stack

Dettagli

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Candidati

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Descrizione

Accountabilities - Serve as the primary point of contact for customer incidents, technical questions, access requests, and service-related inquiries. - Perform initial incident triage, gather relevant technical information, troubleshoot problems, and resolve Tier 1 and Tier 2 issues whenever possible. - Manage user onboarding, account provisioning, authentication, and access administration through Keycloak and established workflows. - Troubleshoot login, account, identity, and permission issues, escalating complex technical problems to the appropriate teams. - Create and administer Jira projects and Confluence spaces across Cloud and Data Center environments, including user access, group membership, roles, and permissions. - Support GitLab groups and projects by managing memberships, permissions, and access-related troubleshooting, as well as performing basic Mattermost administration. - Maintain accurate records of incidents, service requests, troubleshooting steps, and resolutions in the designated ticketing system. - Communicate ticket status, follow up with customers, and coordinate with technical teams to ensure timely resolution of outstanding issues. - Apply security policies, access-control procedures, approval workflows, and least-privilege principles when handling accounts and sensitive information. - Contribute to knowledge-base articles, standard operating procedures, and continuous improvement initiatives that enhance service desk efficiency. - Collaborate with d

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