Lviv, UA

IT Service Desk Analyst

ELEKS  IT Office is looking for IT Service Desk Analyst in our Lviv Office.


Provide first line technical support and a range of administration duties to internal staff. Work with applications/systems to undertake initial analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.


  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Receive, log in and manage calls from internal staff via telephone and email.
  • Ensure that service requests and incidents are recorded appropriately.
  • Ensure that all submitted service requests are processed.
  • Communicate service requests that require other groups to be involved.
  • Escalate service requests as required to ensure completion within SLA targets.
  • Provide 1st line support – troubleshooting of IT related problems from in-house software to hardware, Laptops, PCs and Printers.
  • Troubleshoot basic network issues such as lost network connection.
  • Escalate unresolved incidents and requests to the 2nd line support team.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Provide basic in-house training in Jira and Confluence.
  • Provide stats for the weekly Service Desk report on request trends.
  • Publish support documentation to assist staff with requests for information and provide staff training if required.
  • Create user accounts, reset passwords, create groups etc.


  • Work experience in support services (helpdesk, service desk, call centre)
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems
  • English – intermediate


  • 1 year previous IT Service Desk experience
  • An ITIL qualification
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Excellent communication skills and telephone manner
  • Responsible and reliable
  • Well-organized
  • Proactive and energetic
  • Ready to learn


  • Above average compensation and competitive Social package
  • Close cooperation with a customer
  • Challenging tasks
  • Competence development
  • Ability to influence project technologies
  • Team of professionals
  • Dynamic environment with low level of bureaucracy


ELEKS is a custom software development company. We deliver value to our clients, thanks to our expertise and experience gained from working as a software innovation partner since 1991.
Our 1,400+ professionals located in the Delivery Centers across Eastern Europe and sales offices in Europe and North America, provide our clients with a full range of software engineering services. These include product development, QA, UX/UI, R&D, technology consulting and dedicated teams.

Khrystyna Vashchyshyn
Recruiter Contacts
skype Kh.Turchyn
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