Service Desk Analyst

Service Desk Analyst

Lineup is seeking a Service Desk Analyst with broad experience in application support across various technical areas. This role focuses on triaging and investigating queries, attempting first-line resolutions, or escalating to the appropriate teams (e.g., Infrastructure, Development, Project Delivery). This position is ideal for someone eager to learn about and support our bespoke product, Adpoint, used by some of the worlds largest and best Media companies.

Key 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. 
• Participating in a rotating, compensated on-call schedule after adequately familiarizing with the role

Skills & Experience Required:

• Proven experience as a Service Desk Analyst. 
• Fluent in English and Czech written and oral 
• Third European language preferred, ideally German 
• 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.

This role offers progression opportunities into Technical Consulting, Development, or Project Management. We value individuals who can bring strong Service Desk skills and help transform our support model with the Global Support Manager. Your commitment to continuous improvement and research will be instrumental in driving change within the Support Lifecycle.