Service Desk Analyst (Turkish)

TL;DR

Service Desk Analyst (Customer Service): Providing first-line support for Decision Analytics software and hosted solutions with an accent on incident management, triage, and client communication. Focus on ensuring service delivery within agreed SLAs, maintaining accurate documentation, and collaborating with internal teams to resolve technical issues.

Location: Sofia (Hybrid)

Company

hirify.global is a global data and technology company powering opportunities for people and businesses across financial services, healthcare, and other markets.

What you will do

• Act as the first point of contact for internal and external users regarding software and hosted solutions.
• Log, triage, and manage incidents and service requests within the management system.
• Monitor issues through to resolution, ensuring clear ownership and timely escalation.
• Coordinate with internal support teams to investigate and resolve client issues.
• Produce monthly service reports highlighting performance trends and key metrics.
• Assist in maintaining and reviewing SLAs, OLAs, and internal support processes.

Requirements

• High level of Turkish language proficiency required.
• High level of English language proficiency required.
• Previous experience in a Service Desk or IT support role.
• Experience with issue analysis and logging incidents or service requests.
• Strong client focus with the ability to listen and respond effectively to user needs.
• Familiarity with Service Desk User Manuals and operational procedures.

Culture & Benefits

• Inclusive and purpose-driven culture recognized as a Great Place To Work.
• Opportunities to work with a global team across 32 countries.
• Commitment to professional development and continuous improvement.
• Equal Opportunity employer with support for special needs and accommodations.