Junior Service Desk Agent
Percona
Do you wish you could be part of a small team where your efforts will make a huge impact?
Our Service Desk Team exists to enable and assist Percona Staff. We provide support by following documented incident management and request fulfillment processes and procedures while ensuring established policies are observed.
Our Service Desk Agents are the single point of contact for anyone in Percona in need of technical assistance. They provide first-level support for incidents, service requests, knowledge, and routine tasks and ensure tickets forwarded to the next level of support and beyond are handled by partner teams like IT Operations, Security Operations, Compliance, Privacy & Legal.
Moreover, our Service Desk Agents will be working cross-functional with our partner teams to improve processes and procedures, enhancing our results and productivity and better enabling our Staff. Your ScheduleOur Service Desk team covers a 12-hour shift from 9 am to 9 pm UTC during weekdays.
The position is remote work from home, 40 hours per week, usually 8 hours per day during weekdays. Our regular schedule consists of a block of hours to cover the shift, which we call core hours. These are usually 4 hours per day. In this case, it would be from 1 pm to 5 pm UTC. The rest of the hours are flexible, meaning our Service Desk Agents can work those hours at a time that best fits their schedule.
Service Desk Agents should also have the flexibility to sometimes work their colleague's schedules, mostly for out-of-office coverage. This position may also require, on special occasions, to work on incident and urgent matters outside of the regular schedule, time that may be recovered from off-shift hours later on.
What You Will DoDuring shift hours, the Service Desk Agent will be responsible for handling the Service Desk ticket queue and chat as first-level support by following documented incident management and request fulfillment processes and procedures while ensuring established policies are observed.
Moreover, during off-shift hours, our Service Desk Agents will be working cross-functional with partner teams, such as IT Operations, Security Operations, Compliance, Privacy & Legal, to improve processes and procedures, enhancing our results and productivity and better enabling our Staff. These include:
Staff Enablement: Improve our results and productivity by providing integrated content and training. Creating appropriate documentation and training for our Staff, aiming at self-service. Maintain our Service Desk Team documentation repository. Assist other Business Services teams in maintaining their documentation repositories up to date.
Staff Compliance: Improve our compliance results by providing continuous communication of our policy requirements and updates. Assist our Staff to quickly fix compliance issues. Ensure our Staff completes the Security and Compliance mandatory training. Regularly perform and document ISO Access Reviews.
Staff Experience: Improve our processes to ensure the best experience for our Staff, including access provisioning, vendor risk management, and equipment procurement processes.
Technical Support:Take on onboarding/offboarding access management routine tasksHandle basic workstation support, troubleshoot, diagnose, and resolve technical issuesRedirect issues you cannot resolve to the next level of supportProvide required information on IT products or servicesLearn from next level support technicians
Customer ServiceHandle ticket / chat / calls with a strong sense of prioritizationProvide quick resolution and excellent customer serviceIdentify end-users’ needs to achieve satisfactionCooperate with technical experts to provide the best service possibleMake sure tickets are kept up to date and end-users informed
Staff EnablementWriting and maintaining documentation for staff self-serviceWriting and maintaining internal documentation for the Service Desk TeamAssist in writing and maintaining documentation for the Business Services OrganizationProvide feedback on processes and make recommendations on areas to improveTraining New Hires and Staff on Service Desk Processes and Procedures
Staff ComplianceProcess device compliance requestsProvide feedback and make recommendations about compliance checksEnsure security and compliance mandatory trainings are completed by our staffHandle requests for assistance with compliance issuesProcess new vendor and new tool requestsPeriodically assist with ISO Logical Access Reviews
Staff ExperienceAssist in maintaining automated tasks and workflows managed by the Service Desk, such as access provisioningProvide feedback and make recommendations about automated tasks and workflowsHandle requests related to automated workflows managed by the Service DeskResearch possible vendors and tools that would benefit the experience provided by the Service DeskHandle equipment procurement requests
What You Have DoneStrong English communication skills (spoken and written)Remote and self-directed workStrong organizational skillsStrong communication skillsCustomer service and people-orientedAbility to prioritize and manage time effectivelyAttention to detail and quality focusEnthusiastic and with a “can-do” attitudeTechnical aptitude and willingness to learnProblem-solvingExperience working with cross-functional teamsExperience with Service Desk softwareExperience in basic administration of tools for user accessWhat Will Make You Stand OutExperience specifically with our tech stack:Google AppsSlackJIRAServiceNowDuo Access GatewayLDAP/FreeIPASentinelOneKolideNotionExperience providing technical support for:Windows, Mac, and/or Linux workstationsEndpoint Security SolutionsAntivirus, VPN, basic networking, etc.Experience with automated tasks and workflowsExperience in staff enablement and curating documentationExperience with vendor risk managementITIL Practices experiencePercona is a respected thought leader in the open source community. We provide services and software for MySQL, MongoDB, PostgreSQL and MariaDB to open source users globally.
Percona is remote-first and globally dispersed; we have colleagues in more than 40 countries. We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. The growth and development of our staff is a top priority; we provide funding for training, certifications, conferences and more.
Discover what it means to work with some of the smartest people in the industry, who also know how to have fun and are always willing to lend a helping hand. We offer flexible hours, the ability to work remotely and the amazing experience of working with a multinational team of experts.
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Our Service Desk Team exists to enable and assist Percona Staff. We provide support by following documented incident management and request fulfillment processes and procedures while ensuring established policies are observed.
Our Service Desk Agents are the single point of contact for anyone in Percona in need of technical assistance. They provide first-level support for incidents, service requests, knowledge, and routine tasks and ensure tickets forwarded to the next level of support and beyond are handled by partner teams like IT Operations, Security Operations, Compliance, Privacy & Legal.
Moreover, our Service Desk Agents will be working cross-functional with our partner teams to improve processes and procedures, enhancing our results and productivity and better enabling our Staff. Your ScheduleOur Service Desk team covers a 12-hour shift from 9 am to 9 pm UTC during weekdays.
The position is remote work from home, 40 hours per week, usually 8 hours per day during weekdays. Our regular schedule consists of a block of hours to cover the shift, which we call core hours. These are usually 4 hours per day. In this case, it would be from 1 pm to 5 pm UTC. The rest of the hours are flexible, meaning our Service Desk Agents can work those hours at a time that best fits their schedule.
Service Desk Agents should also have the flexibility to sometimes work their colleague's schedules, mostly for out-of-office coverage. This position may also require, on special occasions, to work on incident and urgent matters outside of the regular schedule, time that may be recovered from off-shift hours later on.
What You Will DoDuring shift hours, the Service Desk Agent will be responsible for handling the Service Desk ticket queue and chat as first-level support by following documented incident management and request fulfillment processes and procedures while ensuring established policies are observed.
Moreover, during off-shift hours, our Service Desk Agents will be working cross-functional with partner teams, such as IT Operations, Security Operations, Compliance, Privacy & Legal, to improve processes and procedures, enhancing our results and productivity and better enabling our Staff. These include:
Staff Enablement: Improve our results and productivity by providing integrated content and training. Creating appropriate documentation and training for our Staff, aiming at self-service. Maintain our Service Desk Team documentation repository. Assist other Business Services teams in maintaining their documentation repositories up to date.
Staff Compliance: Improve our compliance results by providing continuous communication of our policy requirements and updates. Assist our Staff to quickly fix compliance issues. Ensure our Staff completes the Security and Compliance mandatory training. Regularly perform and document ISO Access Reviews.
Staff Experience: Improve our processes to ensure the best experience for our Staff, including access provisioning, vendor risk management, and equipment procurement processes.
Technical Support:Take on onboarding/offboarding access management routine tasksHandle basic workstation support, troubleshoot, diagnose, and resolve technical issuesRedirect issues you cannot resolve to the next level of supportProvide required information on IT products or servicesLearn from next level support technicians
Customer ServiceHandle ticket / chat / calls with a strong sense of prioritizationProvide quick resolution and excellent customer serviceIdentify end-users’ needs to achieve satisfactionCooperate with technical experts to provide the best service possibleMake sure tickets are kept up to date and end-users informed
Staff EnablementWriting and maintaining documentation for staff self-serviceWriting and maintaining internal documentation for the Service Desk TeamAssist in writing and maintaining documentation for the Business Services OrganizationProvide feedback on processes and make recommendations on areas to improveTraining New Hires and Staff on Service Desk Processes and Procedures
Staff ComplianceProcess device compliance requestsProvide feedback and make recommendations about compliance checksEnsure security and compliance mandatory trainings are completed by our staffHandle requests for assistance with compliance issuesProcess new vendor and new tool requestsPeriodically assist with ISO Logical Access Reviews
Staff ExperienceAssist in maintaining automated tasks and workflows managed by the Service Desk, such as access provisioningProvide feedback and make recommendations about automated tasks and workflowsHandle requests related to automated workflows managed by the Service DeskResearch possible vendors and tools that would benefit the experience provided by the Service DeskHandle equipment procurement requests
What You Have DoneStrong English communication skills (spoken and written)Remote and self-directed workStrong organizational skillsStrong communication skillsCustomer service and people-orientedAbility to prioritize and manage time effectivelyAttention to detail and quality focusEnthusiastic and with a “can-do” attitudeTechnical aptitude and willingness to learnProblem-solvingExperience working with cross-functional teamsExperience with Service Desk softwareExperience in basic administration of tools for user accessWhat Will Make You Stand OutExperience specifically with our tech stack:Google AppsSlackJIRAServiceNowDuo Access GatewayLDAP/FreeIPASentinelOneKolideNotionExperience providing technical support for:Windows, Mac, and/or Linux workstationsEndpoint Security SolutionsAntivirus, VPN, basic networking, etc.Experience with automated tasks and workflowsExperience in staff enablement and curating documentationExperience with vendor risk managementITIL Practices experiencePercona is a respected thought leader in the open source community. We provide services and software for MySQL, MongoDB, PostgreSQL and MariaDB to open source users globally.
Percona is remote-first and globally dispersed; we have colleagues in more than 40 countries. We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. The growth and development of our staff is a top priority; we provide funding for training, certifications, conferences and more.
Discover what it means to work with some of the smartest people in the industry, who also know how to have fun and are always willing to lend a helping hand. We offer flexible hours, the ability to work remotely and the amazing experience of working with a multinational team of experts.
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