Service Desk - NOC Analyst

Schneider Electric is a global leader in energy management and automation, providing innovative solutions that enhance the efficiency and sustainability of our Customer’s Operations.

At Schneider Electric, we believe that exceptional service is the key to our success. As a vital link in our achievement chain, our Customer Support and Service Delivery teams make magic happen by delivering top-notch services that not only meet but exceed to our customers’ expectations.

If you think this is interesting, continue reading because we are hiring! 

We are searching for a Service Desk Analyst to join our team at Novi Sad Hub.

Are you ready to help us create happy customers and drive satisfaction through the roof? Come be a part of a dynamic team where your contributions lead to real results and a brighter, more sustainable future!

As a Service Desk Analyst, you will serve at the first level of Monitoring and Support for Customer Reported Events. We would like to meet you if you are passionate about IT infrastructure and Service and are committed to ensuring system reliability, performance and incident resolution.​​

Requirements

• Technical degree or equivalent combination of formal and informal education, training and experience that provides the required knowledge, skills, and abilities.
• Knowledge about IT Infrastructure and Platform (based on Microsoft Technologies) to perform operational  tasks on Customer production environments as well as on Internal and Customer non-production systems.
• Ability to read and understand available project documentation (Environment details, system configuration plan, system diagram, etc.).
• 1 or more years of related technical experience in a Service Desk environment, supporting various IT Services and Infrastructure (Hardware, System Software, Networking and Applications).
• Service desk experience with external Customers is desirable.
• Experience in ServiceNow administration is advantage.
• Foundation knowledge of ITIL set of recommendations is advantage.
• Creates a positive end-to-end Customer support experience and builds strong relationships with Customers.
• Excellent spoken and written English (desirable B2 or higher)

Responsibilities

• Work in shifts due to covering all worldwide time zones.
• Use the appropriate tools for logging Customer's cases.
• Maintain documentation for remote connections to Customer Production and Test systems.
• Check if all cases contain detailed descriptions and inputs according to established process and procedure and help Customers to provide them.
• Initial case triage. Address and resolve basic technical issues and service requests; engage and coordination with other resources to resolve complex technical issues.
• Perform various technical tasks with extreme caution on customer Mission Critical Production and Test systems, as well as on Internal replicas of customer Production systems.
• Focus on data Security awareness and utilization of all Security policies in operation.
• Escalating the incidents by process and procedures
• Document the resolutions and updates the knowledge base.
• Upload needed documentation and data to customer- specific SFTP's or directly to customer systems.

What we offer

• Private health insurance & life insurance.
• 24+ days of annual leave.
• Gym and sports activities in our Hub.
• Financial, legal, and psychological assistance program.
• Family policy – Parental leave & Care leave.
• Lunch in our Hub with discounts.
• Opportunity to buy Schneider Electric shares per discounted price (WESOP program).
• Having a chance to be mentored by any worldwide expert inside Schneider Electric.
• Recognition culture through our own StepUp platform & bonus system.
• Building a managerial, technical and/or consulting career path in the #1 world sustainable multinational company.
• A company culture that encourages performance and cooperation.

Note that this position requires on-site presence and work in shifts.