Senior IT Support Analyst

The IT Support Analyst is responsible for providing customer sensitive and responsive technical support to our users in global offices. Also need to ensure a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.


We would expect from you to:

  • Provide technical support to staff on complex IT issues;
  • Resolve service desk incidents and requests in a professional manner;
  • Accurately records all diagnostics, communications and resolutions in the service management toolset;
  • Ensure effective first & Second line investigation is completed before escalating to third line;
  • Retain ownership of all incidents and requests, through to completion irrespective of the assignment group;
  • Resolve incidents within the defined SLA/OLA;
  • Fulfill requests within the required timescales;
  • Aim to resolve all incidents and requests first time;
  • Answer telephone calls presented within the OLA;
  • Draft articles for publishing in the knowledge base;
  • Ensure issues, reopened incidents and urgent issues are escalated immediately to the Service Desk Lead;
  • Confirm incident resolution with the end-user prior to marking an incident as resolved;
  • Share knowledge & collaborate with other team members often;
  • Key process accountabilities are Incident Management, Request Fulfilment, Knowledge management, continual service improvement and trend analysis to identify recurring issues/problems;
  • Responsibility of IT equipment procurement, CMDB management and vendor management;
  • Participates in moving and installing IT Services equipment and software;
  • Have a strong ability to manage own time effectively and deliver against multiple tasks with minimal supervision;
  • Highly organised with an ability to remain focused and flexible in an ever-changing environment;
  • Ability to take ownership and solve problems independently;
  • Excellent communications skills in English;
  • Ability to travel as you will support other offices across Europe and UK, if needed;
  • Monitor and manage offsite backups.


Our ideal match has:

  • 3-4 years of similar experience;
  • ITIL Foundation Certified;
  • Experience in troubleshooting: Desktop and Laptop, Telephony i.e. Cisco and Mobile Device Management technology, Printing, Supporting various technologies (Email, i5/OS emulators(AS400), Active Directory User management;
  • Microsoft Certified Technology Specialist will be an added advantage;
  • Understanding of Cloud Technologies (like AWS, Azure, Google Cloud, Open stack);
  • Understanding of networking concepts like DNS, DHCP and TCP/IP protocols;
  • Experience in VMware vSphere product suite;
  • Knowledge of Windows/Mac Operating Systems;
  • Knowledge of Microsoft Office applications;
  • Thorough understanding of how Incident Management interfaces with other ITIL processes and the value it can deliver.


We offer:

  • A knowledgeable, high-achieving, experienced and fun team.
  • The chance to be part of a rapidly growing company and the next success story.
  • Free and healthy meals for all our colleagues.
  • Private health insurance.


We take care of the people we hire and the teams we build. We mind.

apply now

Belgrade, Serbia


employment type

minimum experience


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