Job Description


Remote or Lviv or Kyiv, Ukraine

Service Desk Analyst/Engineer


Skelia invites Service Desk Analyst/Engineer for long-term and full-time employment at its service centers in Kyiv/Lviv or you can work remote.

You will be a part of the extension team in an online travel agency. The main mission of our customer is to deliver the right booking capabilities to help their customers find the best holiday options for their specific needs. This is done using scrum and they focus on agile delivery, using continuous integration and delivery.

As a part of a professional team, you will serve as a first point of contact to handle incoming queries and help requests from end users. You will take detailed notes of the problem the user is experiencing, determine the steps they can take to resolve the issue, and manage the flow of incoming support requests.


As a Service Desk Analyst/Engineer you will be responsible for a whole range of activities, including:

Incident management/User query and issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing. Entering all pertinent information and updates of the reported issues into a ticket tracking application

Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channels. Advise users on appropriate course of action

Optimization. Ensuring improvement of the two previous processes through analysis, reviews, and documentation, as well as through competence building, knowledge sharing and other organizational changes

Root cause analysis for technical issues/support problem identification

Monitor issues from start to resolution

Escalate, if needed, unresolved problems to a higher level of management/support

Infrastructure monitoring using Grafana



2+ years of experience in managing a service desk

A deep understanding of incident/ticket management is crucial for this position

JIRA projects administration experience

Familiarity with the escalation process is vital

Background in work with the ticket platforms (ServiceNow, Zendesk is a plus)

Experience in writing documentation

Upper-intermediate level of English

Basic knowledge/understanding of monitoring tools

Experience in communication with third-party partners

The ability to prioritize, take responsibility, show proactivity and multitask are essential

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