Middle Service Desk Analyst

We are looking for a Service Desk Analyst to join an international product company developing large-scale digital platforms with millions of daily users.

The company operates within a fast-growing tech environment focused on platform scalability, reliability, automation, integrations, and seamless user experience across customer-facing digital products.

In this role, you will take ownership of the end-to-end Service Desk operation, improve internal support processes, collaborate closely with technical and business teams, and help drive operational excellence across the organization.

Key Responsibilities:
• Configure and maintain Jira Service Management workflows, SLAs, automations, and reporting
• Manage incidents, requests, escalations, and problem resolution processes
• Improve service quality, workflows, and user experience
• Collaborate with engineering teams on operational improvements
• Lead and support the Service Desk team

Must-have skills:
• 3+ years of experience as a Service Desk Analyst
• Strong hands-on expertise with Jira Service Management / Atlassian Service Desk
• Solid understanding of ITSM processes (incident, problem, change, request management)
• Experience with workflows, SLAs, automations, and knowledge base management
• Ability to analyse service metrics and drive process improvements
• Experience leading or mentoring support teams
• Advanced English level (spoken and written)

🌍 International product environment
📍 Remote-friendly
🚀 Long-term product with modern engineering culture

In return we offer:
• The friendliest community of like-minded IT-people
• Open knowledge-sharing environment - exclusive access to a rich pool of colleagues willing to
share their endless insights into the broadest variety of modern technologies
• Paid vacations and sick leaves, including 5 paid days per year that don’t require a sick note
• English classes in 1-to-1 & group modes with elements of gamification
• Neverending fun: sports events, tournaments, music band, multiple affinity groups
 

COME ON BOARD, AND LET’S GROW TOGETHER!