Service Desk Analyst – Level 1, Level 2

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🕒 March 26

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NexTbil Tech

WebsiteLinkedInAll Job Openings

201 - 500 employees

🎮 Gaming

🌐 Web 3

🤖 Artificial Intelligence

Gaming • Web 3 • Artificial Intelligence

NexTbil Tech is an international technology company that designs and develops high-performing iGaming platforms and digital products. It leverages modern tech stacks, agile methodologies, and cross-functional teams to deliver scalable software and services across DevOps, data analytics, AI, and blockchain (Solidity/EVM) development. The company emphasizes talent development, inclusive culture, remote and global hiring, and building career pathways for engineers and product professionals.

📋 Description

• 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. • 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. • 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. • 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. • Maintain timely and professional communication with users regarding ticket updates, expected timelines, and resolutions. • Gather complete information from users to improve first-contact resolution. • Maintain up-to-date documentation on recurring issues and resolution steps. • Collaborate with ITOps, Development, and Product teams to address complex or cross-functional issues.

🎯 Requirements

• 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. • 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.

🏖️ Benefits

• Competitive Compensation & Performance Incentives • Flexible Working Options • Health & Well-being Support • Career Advancement & Development Programs • Team-Oriented & Inclusive Workplace