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Service Desk Engineer

75% Flex
FULLY FLEXIBLE
Remote: 
Full Remote
Contract: 
Full time
Work from: 
Romania

Offer summary

Qualifications:

Bachelor's degree in IT/Computer Science or related field, Experience in Zendesk & support KPIs.

Key responsabilities:

  • Manage and optimize ticketing system
  • Develop/implement support KPIs, analyze metrics
Regnology logo
Regnology SME https://www.regnology.net/
501 - 1000 Employees
About Regnology
Regnology is a leading technology firm on a mission to bring safety and stability to the financial markets. With an exclusive focus on regulatory reporting and more than 34,000 financial institutions, 60 regulators, international organizations and tax authorities relying on our solutions, we’re uniquely positioned to bring greater data quality, efficiency and cost savings to all market participants. With over 850 employees in 17 countries and a unified data ingestion model powering our work, our clients can quickly implement and derive value from our solutions and easily keep pace with ongoing regulatory changes. Regnology was formed in 2021 when BearingPoint RegTech, a former business unit of BearingPoint Group, joined forces with Vizor Software, a global leader in regulatory and supervisory technology.
See more Regnology offers

Job description

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Your missions

What you'll do

Regnology is seeking a skilled and customer-focused Service Desk Engineer with specialization in Zendesk and support KPIs to join our support team, led by the Service Desk Manager. As a Service Desk Engineer, you will be responsible for managing and optimizing our ticketing system, ensuring efficient support operations, and implementing key performance indicators (KPIs) to measure and improve service quality.

Your key accountabilities are:
  • Manage and optimize the Zendesk ticketing system to ensure efficient and effective support operations.
  • Develop and implement support KPIs to measure and improve service quality and efficiency.
  • Monitor and analyze support metrics, identifying areas for improvement and implementing corrective actions.
  • Escalate complex issues to higher-level support or other relevant teams while ensuring proper documentation.
  • Assist in the development and maintenance of support documentation and knowledge base articles.
  • Collaborate with the Service Desk Manager and other team members to improve support processes and service quality.
  • Participate in training sessions to stay current with product knowledge and industry best practices.
 


Why we should decide on you
  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • Proven experience in a technical support or service desk role, with expertise in using and managing Zendesk.
  • Strong understanding of IT infrastructure, software applications, and troubleshooting techniques.
  • Excellent communication skills, both written and verbal, with a customer-focused mindset.
  • Strong problem-solving and analytical skills, with a keen attention to detail.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Experience in developing and implementing support KPI's



Why you should decide on us
  • Let’s grow together – our start-up character enables you to design our future 
  • We promote remote working and flexible working hours to create a positive work-life balance
  • We provide you with the opportunity to take on responsibility and participate in international projects  
  • In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas 
  • We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels 
  • Together we're better - meet your colleagues at our numerous team events
  • We offer you Regular social events arranged by our Sports and Social Network.


To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.

Are you interested? Apply now!https://www.regnology.net  

Role ID-  CS_2024_26
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About us
Regnology is a leading technology firm on a mission to bring safety and stability to the financial markets. With an exclusive focus on regulatory reporting and more than 7,000 financial institutions, 30 regulators and 20 tax authorities as clients, we’re uniquely positioned to bring greater data quality, efficiency, and cost savings to all market participants. With over 900 employees in 12 countries and a unified data ingestion model powering our work, our clients can quickly implement and derive value from our solutions and easily keep pace with ongoing regulatory changes. For more information visit www.regnology.net
 

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Computer ApplicationsComputing InfrastructureKPI ManagementService DeskTechnical EnablementZendeskTroubleshootingCustomer Analysis

Soft Skills

  • Multi-Tasking
  • Interpersonal Skills
  • Problem Solving
  • Team Collaboration
  • Attention to Detail
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