
IT Help Desk Analyst
3 days ago
Overview
Odeon Software & Technology is a global leader in the tourism sector, operating in 22 countries, 37 companies, and employing over 4,300 professionals.
We serve more than 3 million tourists annually and drive digital transformation by developing innovative technological solutions for the tourism industry and beyond.
Our team is passionate about the future of technology and its transformative potential, and we are looking for a skilled Technical Support Specialist to join our dynamic team.
Key Responsibilities:
- Manage user incidents and requests for support according to established procedures.
- Log incidents and service requests, maintaining accurate records.
- Classify and prioritize incidents, ensuring timely resolution.
- Coordinate between users and relevant teams to ensure smooth issue resolution.
- Interpret user problems, identify solutions, and understand potential side effects.
- Escalate complex or unresolved incidents to appropriate teams.
Requirements:
- 5+ years of user software support experience in a service desk environment.
- Bachelor's degree in Computer Science or related degree.
- Turkish and min CEFR B1 English language proficiency; Russian is a plus.
- Familiarity with ITIL and incident classification/prioritization.
- Experience in using ServiceNow and Jira is a plus.
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