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Ad title:
Service Desk Analyst
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Next Gen Technology
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Published: 17 June
/ Deadline: 17 July
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As a technology leader in a future-focused group of companies — including Pulse Point, VibeSync Support, Mountain Breeze, and— Next Gen Technology is at the forefront of digital innovation.
We don`t just build software — we craft smart, scalable solutions that power business success. If you`re passionate about cutting-edge tech, creative problem-solving, and real impact, this is where your next big opportunity begins.
Why We Need You:
The Service Desk Analyst (L1 & L2) is responsible for delivering technical support across the organization, combining first-level issue handling with advanced second-line support. This role involves troubleshooting, managing service requests, escalating incidents, collaborating with internal teams, and contributing to documentation and reporting. The analyst is expected to provide consistent, high-quality support to maintain seamless IT operations and user satisfaction.
the Service Desk Specialist will provide first-line support directly to external business clients. The role requires strong customer service skills, B2B support experience, and a solid understanding of ITSM processes, including the use of Jira Service Management.
Key Responsibilities:
** Act as the first point of contact for external B2B customers, ensuring prompt, professional, and effective communication.
** Manage, triage, and resolve incidents and service requests logged via Jira Service Management (JSM).
** Ensure all tickets meet defined SLAs and escalations are managed in accordance with contractual commitments.
** Collaborate with cross-functional teams to deliver consistent, high-quality service to multiple business clients.
Service Desk Support:
** Provide first-line technical support to users on IT issues involving software, hardware, networks, and access management.
** Troubleshoot issues such as password resets, installations, login problems, and general system errors.
** Monitor and manage tickets across multiple Jira platforms and Third-party vendor ticketing systems.
** Monitor and manage service levels to ensure resolution within SLA.
** Escalate unresolved or critical issues to the appropriate Support teams with detailed documentation.
** Maintain accurate and clear records of issue descriptions, actions taken, and resolution.
** Flag and escalate high-priority incidents (P1/P2) and business-critical disruptions based on impact and volume.
Service Management:
** Process and manage user requests (e.g., software access, hardware provisioning, and account creation).
** Collaborate with internal teams and third-party vendors to fulfill service requests and incidents efficiently.
** Ensure proper prioritization of tickets based on business impact and urgency.
** Regularly review and contribute to the Knowledge Base for continuous improvement and user self-help.
Incident Management & Escalation:
** Monitor key business systems and services proactively to identify disruptions or degradations.
** Immediately escalate P1/P2 or business-critical incidents to Incident Managers and relevant stakeholders.
** Support communication and coordination during incidents using tools such as WhatsApp, Slack, MS Teams, and email.
** Track Root Cause Analysis (RCA) tickets and follow up with the responsible teams.
User Communication:
** Maintain timely and professional communication with users regarding ticket updates, expected timelines, and resolutions.
** Gather complete information from users to improve first-contact resolution.
** Provide user guidance on tools, SOPs, and best practices to enhance IT literacy.
Documentation & Reporting:
** Maintain up-to-date documentation on recurring issues and resolution steps.
** Contribute to ticket and performance reporting to support operational visibility.
** Support the creation of knowledge base articles and FAQs for recurring or common issues.
** Help identify trends in service desk activity to inform process improvement.
** Assist in generating periodic reports, including summaries of open and closed tickets, common issues, and recurring technical challenges.
** Provide feedback on common issues and contribute to creating knowledge base articles or FAQs to help users resolve issues independently.
Collaboration & Continuous Improvement:
** Partner with ITOps, Development, and Product teams to address complex or cross-functional issues.
** Participate in team discussions on service delivery trends, recurring challenges, and optimization opportunities.
** Stay informed on new technologies, system updates, and industry best practices.
** Recommend and help implement enhancements to increase service desk efficiency and user satisfaction.
Skills & Qualifications:
** Proven experience in a B2B IT Service Desk or customer support role.
** Experience using Jira Service Management or a comparable ITSM tool.
** Understanding of ITIL/ITSM best practices, especially in B2B environments.
** Excellent interpersonal and written communication skills, with experience supporting external business clients.
Required Skills:
** +2 years of proven experience in a service desk or technical support role, providing user support and troubleshooting IT issues.
** Strong familiarity with service desk ticketing systems
** Solid understanding of common IT software, hardware, networking, and operating systems (Windows, macOS, etc.).
** Excellent communication skills (both written and verbal), with the ability to interact with both technical and non-technical users.
** Ability to prioritize and manage multiple service requests and technical issues simultaneously while ensuring SLAs are met.
** Strong problem-solving skills and attention to detail when diagnosing and resolving technical issues.
Preferred Qualifications:
** Prior experience in a customer-facing role within a B2B technology environment.
** Familiarity with service reporting, SLAs, and supporting multiple customer organizations.
** Experience with service management platforms such as Jira, ServiceNow, or similar.
** ITIL v3 or v4 certification (or working knowledge of ITIL principles).
** Basic knowledge of networking, operating systems, and IT infrastructure.
** Previous experience in a fast-paced service desk or IT support environment.
Why You`ll Love Working With Us:
** A culture of respect and belonging - We believe great work happens when everyone feels seen, heard, and valued.
** Inclusive and diverse environment - Different voices make us stronger. We celebrate who you are and what you bring to the table.
** Growth-driven mindset - Your development matters. We invest in your learning and career advancement every step of the way.
** Comprehensive health insurance - Your well-being comes first. Enjoy peace of mind with robust medical coverage.
** Fully covered meal expenses - Fuel your day with delicious meals, on us.
** Premium gym partnerships - Stay active and healthy with access to top-tier fitness facilities through our exclusive wellness partners.
If you`re excited about this opportunity and ready to join our international team, we`d love to hear from you. Please send your CV/resume to ta@nextgentech.com.ge and make sure to include the position title in the subject line. Due to the high volume of applications, our Talent Acquisition Team may not be able to respond immediately. However, shortlisted candidates will be contacted for the first interview within the coming weeks. We appreciate your interest and patience.
Privacy Notice - Processing of Personal Data:
By submitting your application, you consent to the processing of personal data as defined under the Law of Georgia on Personal Data Protection. Next Gen Technology Georgia LLC (Company ID: 405733426) will process your data exclusively for recruitment purposes. Your data will be stored securely for a maximum of 3 (three) years. If at any point you wish to have your data removed from our systems before the standard retention period of three years, you may request deletion by contacting us at ta@nextgentech.com.ge
Upon receiving your request, Next Gen Technology Georgia LLC will ensure your data is securely and permanently deleted in accordance with applicable data protection laws.
Diversity & Inclusion Statement:
At Next Gen Technology Georgia LLC, we are proud to be an equal-opportunity employer. We are committed to fostering an inclusive workplace where diversity is celebrated. We do not discriminate based on race, color, ethnicity, religion, gender, age, disability, sexual orientation, marital status, or political opinion. Employment decisions are based solely on merit, qualifications, and business needs.
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