Associate Service Desk Analyst; f​/m​/d; german speaker

Working at The Adaptavist Group

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, Git Lab,  and Aha!.

We make change happen. From anywhere.

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide Mac Books to all employees and additional support for fully remote workers to set up their home offices.

Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non‑birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women’s health needs such as menopause, menstruation, endometriosis, and PCOS.

Our trusting, flexible, remote‑first way of working means that work can fit around your life, rather than your life fitting around work.

The Associate Service Desk Analyst role will provide 1st‑level service support and resolution to existing and new Managed Services customers with their issues in relation to their Managed Service provided by Adaptavist.

The role will provide 1st line support and incident management to either resolve customer issues directly, or escalade the issue accordingly. Responsibilities will follow ticket lifecycle management from triage to debugging through to smoke testing and resolution in line with the agreed Service Level Agreements (SLA).

This role will play a critical part in providing excellent service to our customers, ensuring that we resolve their issues quickly to ensure they remain customers with Adaptavist for the long term.

• Providing excellent customer service through responding to customer issues in a professional manner and keeping them informed of progress
• Owning assigned issues/incidents through the ticket lifecycle management covering;
• Creating issue ticket and initial triage to identify problem or area
• Applying problem‑solving analysis and techniques to resolve issues where appropriate
• Assigning the issue to an appropriate Systems Engineer based on problem area, skill set and resources available
• Acting as main coordination point with team working on incident to bring the issue to a successful resolution
• Providing clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers)
• Escalating to senior team members or external vendors when an incident becomes blocked to help resolve the issue
• Creating, maintaining and curating incident documentation to benefit both the customer and the team for retrospectives and continuous learning
• Supporting with Root Cause Analysis (RCA) collation and documentation
• Supporting with smoke testing to check functionality of a solution prior to its release to customer production systems

• German & English proficient
• Proficiency in Jira and Service Now
• Excellent organisational, prioritisation and interpersonal skills
• An ability to think innovatively and creatively to solve problems
• Using problem‑solving tools and techniques to help identify and resolve issues
• Self‑awareness – knowing what problems you can solve and when you need to escalade
• Confidence in collaborating with systems engineers to bring the issue to a successful resolution
• Forensic attention to detail
• Willingness to learn
• Experience with in a fast‑paced, fast‑growth tech start‑up environment

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At The Adaptavist Group, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you…