Technical Operations Center Analyst

We are looking for a dedicated and proactive Technical Operations Center Analyst to join our Technical Operations Center team. You 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 Technical Operations Center Analyst will be responsible for monitoring all IT systems within the company to proactively identify and address potential issues before they escalate.

Who We Are

Pollard Digital Solutions - Europe 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.

What We Offer:

• A truly great working environment
• Modern office with parking provided for our employees
• Private health insurance
• Insurance for medical treatments outside of Serbia
• Learning and Development budget
• Yearly profit sharing
• Budget for sports activities
• Social activities
• Referral bonus
• Additional benefits

What You’ll Do:

• 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

What You’ll Bring:

• Bachelor’s degree in computer science, Computer Engineering or equivalent field
• Understanding of Active Directory and user management
• IT skills across multiple domains: Technical Support and Troubleshooting, Networking Basics, Software & Application Support, Security and Data Protection
• Proficiency in ticketing tools such as Jira and ServiceNow
• 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
• Excellent communication skills in English (spoken and written)

Nice To Have:

• 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
• Familiarity with Atlassian products
• Experience with monitoring tools such as Grafana, Datadog, Zabbix and Pingdom
• Understanding of ITIL principles – especially Incident and Problem Management
• Awareness of cybersecurity basics – such as phishing, MFA, endpoint protection

What does the interview process at Pollard typically look like, and what steps are involved?

• Initial interview
• Technical interview
• Meet the team interview

If this opportunity aligns with your experience and career goals, we invite you to apply today. We look forward to reviewing your application and potentially welcoming you to our team!