Service Desk Support Analyst

December 27, 2024

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EDB

WebsiteLinkedInAll Job Openings

open source database • database • Postgres • oracle compatibility • PostgreSQL

501 - 1000 employees

Founded 2004

🏢 Enterprise

🤝 B2B

💰 Venture Round on 2019-10

Description

• Reporting to the Global IT Service Desk Manager, this role will provide outstanding IT support for EDB’s global user population of more than 900 employees. • Follow industry best practices, policies and procedures to eliminate technical roadblocks for employees. • Provide exceptional customer service for our internal IT Support teams. • Perform routine IT onboarding including account creation and computer setups. • Engage in periodic hardware technology repairs and refresh processes. • Respond to end user IT service requests via Jira tickets, chat requests, etc. • Address Mac, PC or Linux OS related issues, questions or concerns. • Handle Google G-Suite access and system/network access requests. • Escalate issues within IT Service Operations as necessary. • Participate in on-call rotation to provide after-hours support as needed.

Requirements

• Customer Service skills which are 2nd to NONE. • 2-3 years supporting Mac, Windows and Linux in a medium scale organization (800 + 1000 employees). • 2-3 years providing 1st tier support for Google Workspace, and MS office. • Strong communication skills, both written and verbal. • Ability to multitask in a fast paced environment. • Familiarity with incident tracking/monitoring systems (Jira, Zendesk, Service Now, etc.) • Education: Bachelor’s degree or equivalent combination of education and/or experience preferred.

Benefits

• EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. • Access to CuraLinc to aid employees in health and wellness tips and practices. • Wellness Fridays extending to December 2024!