Jr. Service Desk Agent

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. 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 to maintain 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 trainings. 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. What You Will Do During 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 po