Support Analyst

To join a very dynamic company and a motivated team, we invite you to apply for the position of:

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Responsibilities and Duties

The Support Analyst will have the chance to handle the following responsibilities:

• Analyse, understand, and reproduce situations existing within our products
• Define and request configuration and code solutions
• Deliver high quality technical directives
• Follow-up, resolve or escalate of cases using ITIL procedures
• Track, describe and update the cases in our ITSM management system
• Communicate clearly with the different internal, third party and client teams
• Manage multiple cases in parallel
• Be part of the 24/7 OnCall rota

Qualifications

Formal Education & Certification

• University Degree in IT or equivalent such as Engineering school and between 2 to 4 years’ experience in a similar role.

Knowledge & Experience

• Experience with Linux machine operating systems
• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
• Experience with Knowledge base management using KCS methodology
• Proficiency of SQL queries
• Knowledge of Fintech environment would be an advantage

Personal Attributes

• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment
• To be rigorous, methodical, and organised
• Sense of responsibility appropriate to the banking industry
• Exceptional oral and written communication skills
• Highly self-motivated and directed.
• Multi-tasking abilities

Languages

It is required to be fluent in English. Any other languages will be a plus.

You must live in Kosovo in order to apply.

Only the applications matching the required skills will be taken into consideration