What you'll do

Regnology is seeking a skilled and customer-focused Service Desk Engineer with specialization in Zendesk and support KPIs to join our support team, led by the Service Desk Manager. As a Service Desk Engineer, you will be responsible for managing and optimizing our ticketing system, ensuring efficient support operations, and implementing key performance indicators (KPIs) to measure and improve service quality.

Your key accountabilities are:
  • Manage and optimize the Zendesk ticketing system to ensure efficient and effective support operations.
  • Develop and implement support KPIs to measure and improve service quality and efficiency.
  • Monitor and analyze support metrics, identifying areas for improvement and implementing corrective actions.
  • Escalate complex issues to higher-level support or other relevant teams while ensuring proper documentation.
  • Assist in the development and maintenance of support documentation and knowledge base articles.
  • Collaborate with the Service Desk Manager and other team members to improve support processes and service quality.
  • Participate in training sessions to stay current with product knowledge and industry best practices.

Why we should decide on you

  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • Proven experience in a technical support or service desk role, with expertise in using and managing Zendesk.
  • Strong understanding of IT infrastructure, software applications, and troubleshooting techniques.
  • Excellent communication skills, both written and verbal, with a customer-focused mindset.
  • Strong problem-solving and analytical skills, with a keen attention to detail.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Experience in developing and implementing support KPI's

Why you should decide on us

  • Let’s grow together – our start-up character enables you to design our future 
  • We promote remote working and flexible working hours to create a positive work-life balance
  • We provide you with the opportunity to take on responsibility and participate in international projects  
  • In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas 
  • We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels 
  • Together we're better - meet your colleagues at our numerous team events
  • We offer you Regular social events arranged by our Sports and Social Network.

To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.

Are you interested? Apply now!https://www.regnology.net  

Role ID-  CS_2024_26

About us

Regnology is a leading international provider of innovative regulatory, risk, and supervisory technology solutions (RegTech, RiskTech, and SupTech), of AEOI and tax reporting products, as well as of services along the Regulatory Value Chain for financial services. Regnology has been a partner for banks and regulators for 25 years. Until the end of 2020, the company was part of BearingPoint group and operated under the name BearingPoint RegTech. Since the sale of the RegTech business to private equity firm Nordic Capital, the company has been independent. In June 2021, the company joined forces with Vizor Software and recently changed its name to Regnology. In total, Regnology serves more than 7,000 financial services firms with reporting solutions. At the same time, the company enables more than 50 regulators and tax authorities on five continents to collect data from 34,000 firms in 60 countries. Regnology has a total workforce of over 770 employees at 17 office locations in 12 countries.

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