Service Desk Operator

Position: Service Desk Operator Company: TOO Tandem TVS City: Astana Employment: offline Salary: 150,000-200,000 KZT

TOO "Tandem TVS" was founded in 2001 and is currently one of the leading system integrators in the Republic of Kazakhstan. We provide a full range of services, from developing technical solutions to project implementation, including supply and commissioning, as well as further support and technical assistance. Vacancy description: Receiving, registering, and processing user requests in GLPI or similar ITSM systems. Initial classification, prioritization, and routing of requests in accordance with regulations and SLAs. Receiving requests by phone, email, and through the service portal, recording incidents and service requests. Monitoring request queues and deadlines, informing users about the status of requests. Promptly responding to incidents and interacting with 2nd and 3rd line engineers during escalation. Controlling the accuracy of request completion and timely closure. Maintaining records of incidents and service requests, keeping Service Desk data up-to-date. Participating in report preparation and adhering to user service standards. Proficient work with ITSM systems (GLPI and similar). Receiving and processing requests by phone, email, and through the service portal. Classification, prioritization, and routing of requests in accordance with SLA. Clear communication with users and coordination of interaction with 2nd and 3rd line technical support. Basic diagnostic skills for workstations, software, network connections, and corporate services. Understanding of ITIL principles: Incident Management and Service Request Management. Monitoring request queues and controlling deadlines. Maintaining reports and keeping Service Desk data up-to-date. Focus on quality and adherence to user service standards.

Official employment according to the Labor Code of the Republic of Kazakhstan • Work schedule: 2/2, from 08:30-20:30 / 20:30-08:30 • Work location: Astana, 31 Dinmukhamed Kunaev St. • Opportunities for professional development and training • Work in a stable company and a friendly team

Contacts: Whatsapp +77051807488