Service Desk Analyst

Responsibilities

• You will play a key role in managing and enhancing our IT support systems, including PagerDuty and Jira Service Management. 
• You will work closely with first-level support teams and stakeholders to optimize processes, coordinate operations, and ensure high-quality service delivery.
• Establish and configure new technical and business services in PagerDuty to meet organizational needs.
• Report on incident and service request metrics to track performance and identify improvement opportunities.
• Oversee and follow up on incident tickets to ensure timely resolution.
• Support the onboarding of new team members by maintaining the Jira Service Management portal and providing training as needed.

Benefits

• Motivizer Benefits Platform to choose and manage all your benefits in one place. You receive a budget (550 PLN monthly). You can choose medical care package, meal tickets, sports cards (we have Multisport and on preferential terms, we have membership cards to one of the most popular Gyms), cinema tickets, shop vouchers, discounts and many more.
• Language Courses – you'll have access to a multi-language learning platform enabling you to practice you language skills and learn new ones!
• Regular and systematic further training opportunities - both internally and from external providers. We support your ongoing learning and development.
• Cooperation within an internal community is our everyday reality. We have networking events, coding challenges, and company parties for different occasions.

Qualifications

• We are looking forward to your successfully completed studies in computer science, mathematics, physics or comparable technical course of study
• At least 2 years of experience with Jira Service Management and PagerDuty tools.
• Familiarity with alert management and service portal configuration.
• Strong communication and collaboration skills to interact effectively with team members and stakeholders.
• Problem-solving mindset with the ability to prioritize tasks in a fast-paced environment.
• Very good communication skills in English complete your profile
• You are open to work in a hybrid mode, with 2-3 days at our office in Katowice

About Red Reply

Red Reply, the Reply Group company specializing in Oracle Cloud solutions and Oracle Cloud Partner of the Year 2014, 2015, 2016, is the first provider in Germany to operate the new Oracle Cloud Machine for customers. As a leading Oracle Cloud partner, Red Reply migrates its customers' mission critical enterprise applications to the Oracle Cloud or OCM and operates them as a "Full Managed Service" according to DevOps or classic methods.