Functional Service Desk Analyst

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Support & Solutions Center Mk

katoennatie Support & Solutions Center Mk

Our people make the difference

We are now looking for enthusiastic new colleagues to join our team as Service Desk Analysts with excellent English knowledge and provide 1st level support and solutions towards profesional users. The primary role of the Service Desk Analyst is identifying and analyzing IT related problems, and providing a “first time fix“ resolution wherever possible.  This is a career-defining opportunity within an established and successful business where colleagues are empowered to help shape functions and procedures within a complex organization.

As a Service Desk Analyst you will be responsible for answering questions, analyzing  functional problems and coming up with solutions  for both simple and complex software support incidents. Incidents can include:

  • Granting access to a software application
  • Instructing users on software usage
  • Uploading data using standard functional tools
  • etc

You will also be working closely with the software development team for the purpose of testing newly developed functionalities and preparing software documentation whenever necessary.

Main Service Desk activities:

  • Accurately identifying user problems via IT support tools and remote tools
  • Accurately identifying the cause of problems and determining the most suitable solution
  • Ensuring that issues are effectively allocated to competent teams wherever necessary
  • Escalating cases to a higher level where progress is not satisfactory
  • Following up on incidents making sure they are resolved
  • Creating change requests when professional users request a new feature
  • Documenting solutions in knowledge base, suggesting improvements to the existing ones

Testing activities

  •  Testing new software functionalities
  • Preparing and executing test scenarios

Documenting activities

  • Preparing release notes
  • Preparing, reviewing and analyzing software documentation and user manuals

We are looking forward to your application if you have:

  • Excellent English knowledge (both verbal and written) to provide English only support
  • Experience in Customer Service or Service Desk field is a big advantage, but not mandatory
  • Good knowledge of Windows operating system, Microsoft Office, Microsoft Outlook and other standard software’s
  • Excellent communication skills
  • Strong problem solving skills
  • Collaborative approach
  • Ability to prioritize in a faced paced environment
  • Logical and proactive thinking

If you see yourself as a person who could be a valuable part of our team,
don’t hesitate to apply  (Application: Email CV with subject “Functional Service Desk Analyst ”).  Please send us your CV in English.

To apply for this job email your details to

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