Service Desk Analyst - Remote

Overview

Lineup is seeking a Service Desk Analyst (contractor) with broad experience in application support across various technical areas. This role focuses on triaging and investigating queries, attempting first-line resolutions, or escalating to the appropriate teams (e.g., Infrastructure, Development, Project Delivery). This position is ideal for someone eager to learn about and support our bespoke product, Adpoint, used by some of the world’s largest and best Media companies.

In Short

• Triage, investigate, and resolve or escalate queries across diverse technical areas.
• Schedule and monitor customer upgrades.
• Support and maintain a Known Error Database.
• Collaborate within an ITIL environment.
• Work with JIRA and Confluence.
• Provide excellent customer service.

Requirements

• Proven experience as a Service Desk Analyst.
• Fluent in English and Czech – written and oral.
• Third European language preferred, ideally German.
• Proactive, self-starter with a positive outlook.
• Excellent communication skills – written and oral.
• Great customer service skills.
• Able to self-manage their workload and meet deadlines.
• Strong 2nd line fault analysis, diagnosis, and incident management within SLAs.
• Ability to speak directly with customers to review their JIRA tickets, projects, and future needs.

Benefits

• Work with a diverse group of focused, hard-working people.
• Opportunity to learn about and support a bespoke product.
• Maintain a healthy work/life balance.