Pollard Digital Solutions (PDS), a Pollard Banknote Company, is seeking a dedicated and proactive Service Desk Analyst to join our Service Desk and Technical Operations Center team. The Service Desk Analyst will play a crucial role in providing first-level support for internal employees and clients, ensuring timely resolution of technical issues and efficient communication of solutions. Additionally, the Service Desk Analyst will be responsible for monitoring all IT systems within the company to proactively identify and address potential issues before they escalate.
This role requires strong problem-solving skills, excellent communication abilities, and a customer-centric approach to IT support. The Service Desk Analyst will collaborate closely with other IT teams and stakeholders to maintain a high level of service delivery and contribute to the overall efficiency of the company's IT infrastructure.
Main responsibilities
- Deliver outstanding technical support to English-speaking users, both on-site and remotely, ensuring timely resolution of incidents and service requests based on priority and urgency.
- Serve as the primary point of contact for incidents, taking ownership from initial report to resolution.
- Play a role in the software release process by overseeing change requests, obtaining required approvals and effectively communicating the process to clients and stakeholders.
- Generate various reports, including Incident reports, Root Cause Analysis reports and SLA reports.
- Conduct the onboarding and offboarding processes for users, including workstation preparation (Windows and Linux), Active Directory account creation, access permissions and workspace configuration.
- Manage assets effectively to optimize their lifecycle, tracking their usage, maintenance, and disposal as necessary.
- Adhere to ISO 27001 and ISO 9001 certification standards.
- Work in shifts.
Education Required
- Bachelor’s degree in computer science, Computer Engineering or equivalent field.
- The ITIL Foundation certificate is considered as advantage. As part of our commitment to professional development and excellence in service delivery, the successful candidate must obtain the ITIL Foundation certification within the first six months of employment. The company will cover all expenses related to achieving this certification.
Skills Required
- Proficiency in written and verbal English communication.
- IT skills across multiple domains.
- Proficiency in ticketing tools such as Jira and ServiceNow.
- Experience with monitoring tools such as Datadog, Zabbix and Pingdom (preferred).
- Familiarity with Atlassian products (preferred).
- Patience and empathy in troubleshooting technical issues for users.
- Attention to detail when compiling and preparing reports.
- Effective prioritization skills to efficiently manage tasks and responsibilities.
Collaborate effectively within a team environment, fostering open communication and mutual support to achieve common goals.
Our Offer
We emphasize having a great working environment and offer the following to our employees:
- Extensive training when entering the company and throughout employment introducing new technologies and work methods.
- Modern office space in Belgrade.
- High quality office equipment.
- Agile work methodologies.
- Private health insurance.
- Happy Fridays.
- Social activities.
- Events that encourage innovation.
- Being part of one of the largest Gaming Company in Europe.
- Participate in the growth of the office in Belgrade.
- Work in an international environment.
- Opportunity to learn and grow.
- Possibility of traveling.
Pollard Digital Solutions is a full-solution supplier of lottery management and iLottery technology for world-wide lottery markets. The company is owned by Pollard Banknote Ltd. – a leading partner to more than 60 lotteries worldwide, providing high quality instant ticket products, licensed games, retail merchandising solutions, and a full suite of digital offerings. Established in 1907 in Winnipeg, Canada, Pollard Banknote is owned approximately 66.7% by the Pollard family and is publicly traded on the Toronto Stock Exchange (PBL).
Our objective is to deliver the most innovative solutions that will render industry-leading returns to good causes in an ethically responsible way. We emphasize a friendly, lively and respectful workplace atmosphere, where team spirit is highly valued.
Please submit your resume in English language. All applications will be handled with confidentiality. Only shortlisted candidates will be contacted.
