Head of the User Technical Support Department in VPF, DU

Company PU "Open Public Finances" is the sole developer and administrator of the single web portal of open public funds (https://www.spending.gov.ua) and the portal "Budget for Citizens" ( https://www.openbudget.gov.ua)

This is a team of cool developers of IT services and systems support for the Ministry of Finance of Ukraine.

We currently have an open vacancy for a specialist technical support (support).

Requirements:

• Work experience in a similar position for at least 2 years;
• Knowledge of ITIL (basics);
• Work experience in any Service Desk system;
• Have the ability to analyze and work on solving problem situations;
• Work experience with Microsoft SCCM (System Center Configuration Manager) ;
• Be an open and empathetic person.

Responsibilities:

• Organization and management of the User Technical Support Department (L1);
• Reception and registration of user requests for IT services;
• Resolution of first-level incidents technical support;
• Providing consulting services to users on the use of the company's software;
• Writing instructions, maintaining a knowledge base;
• Developing a classification of user appeals and incidents, monitoring them execution on higher lines of support;
• Timely closing of requests from users;
• Organization of the process of adjusting the arrival flow and closing tasks;
• Checking the functionality and testing of the used new functionality ;
• Primary diagnostics of technical problems in dialogue mode with the user and remote access to the computer;
• Analysis of the causes of incidents, optimization of processes and the used functionality;
• Diagnosing and solving user problems when working with the software in use;
• Support and maintenance of the software in use.

Working conditions:

• You will be part of a team that creates innovative socially important products, and this is a "plus in karma";
• Our office is located 40 seconds from Kontraktova Ploshcha, the historical the heart of the capital;
• We have a really cool team, and we will gladly welcome you into our family;
• We are officially employing in full accordance with the legislation of Ukraine. For men, it is necessary to have current military registration documents;
• We offer a competitive salary;
• We have an Internal Academy different from Time management to "How to assemble a tent".
• We are seriouswe are committed to work-life balance, so we have an additional 4 days of annual basic leave + a day off for a birthday.

We are doing an important thing! We create, administer, popularize open state data portals.

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