Fintech Startup

remote • ARE • senior • Не указана

**Role Description** The Senior Service Desk Analyst is a part-time, remote role responsible for providing advanced technical and customer support to internal and external users. Day-to-day tasks include responding to service desk tickets, diagnosing and resolving technical issues, and escalating complex problems to appropriate teams when necessary. The role involves monitoring system performance, documenting incidents and resolutions, and contributing to knowledge base articles to improve self-service and support efficiency. This position also includes mentoring junior support staff, identifying patterns that may indicate larger systemic issues, and collaborating with engineering and product teams to enhance the overall user experience. **Qualifications** * Candidates should possess strong Technical Support and Troubleshooting skills. * Candidates should possess excellent Analytical Skills to diagnose and resolve complex issues. * Candidates should possess solid Customer Support and Customer Service skills to assist users effectively. * Experience working in a service desk or help desk environment, preferably in fintech or a technology-driven setting. * Ability to communicate clearly in written and spoken English with diverse stakeholders. * Proven ability to work independently in a remote environment, manage priorities, and meet service-level expectations. * Familiarity with ticketing systems, incident management processes, and standard ITIL-based practices is beneficial. * Relevant certifications (e.g., CompTIA A+, ITIL Foundation) or equivalent practical experience are an advantage.