Service Desk Specialist

Join the Rockets Tech team!

We are growing and looking for a Service Desk Specialist! If you want to work in an innovative company that supports your development and career growth, this is your chance!

Main responsibilities:

• Coordinate the service desk team’s work, including task distribution, performance monitoring, and ensuring efficient service delivery
• Ensure adherence to established SLA (Service Level Agreements) and monitor team members’ performance to achieve KPIs
• Act as the first point of contact for escalations of complex incidents, analyze issues, and escalate them to higher support levels (L2/L3)
• Manage tickets in the ServiceDesk system, oversee updates, prioritize tasks, and document resolved issues
• Facilitate interaction with internal teams for effective incident resolution and request handling
• Manage access and user accounts in Windows environments (AD, GP, SCCM, Print Services) and MacOS (JAMF), while supporting users with applications such as G-Suite, Slack, and Asana
• Analyze and diagnose network issues (DNS, DHCP, routing, and switching principles) and either resolve or escalate them
• Ensure ITIL principles are followed in support processes and propose improvements for process optimization
• Provide mentoring and training for the team, enhancing the professional skills of junior specialists
• Regularly communicate with management, preparing reports on service desk performance and incident trends

Important for us:

• Excellent verbal and written communication skills
• Strong organizational skills and ability to multitask
• Time management skills, ability to work efficiently, and punctuality
• 2+ years of experience in IT support and 1+ year in a leadership role or as a service desk team lead
• Proficiency in Windows (client OS support, Windows Server – AD, GP, Print Services, SCCM), MacOS (JAMF), and networking protocols (DNS, DHCP, OSI, routing, switching, etc.)
• Experience using ServiceDesk ticketing systems
• Deep understanding of ITIL principles and team management experience
• English proficiency – Intermediate or higher

We offer:

• Work format – Office (Bucharest, Romania)
• Professional and career development within the company
• Social package – 20 working days of paid vacation, sick leave, holidays according to the Ukrainian calendar
• Mental benefit (compensation for sessions with a psychologist + 5 Mental Recovery Days)
• Medical insurance or medical benefit
• Benefit cafeteria – compensation for sports, training, home office equipment, apartment cleaning, etc.
• Gifts for holidays and birthdays

Stages of our communication:

• Send a current CV with salary expectations
• Interview with Hiring Manager and HR

Ready for new challenges? Join Rockets Tech and create a successful future with us!