Application Service Desk (working with shifts)

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Facts

Company

Lufthansa Industry Solutions Sh.p.k.

 
Location

Tirana

Activity
IT
Entry level
Direct entry

Work Time
Full time

Further information lufthansagroup.careers

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Tasks

The ASD serves as the single point of contact (SPOC) for end-user requirements, aiming to enhance end-user productivity while alleviating the workload of application owners within the customer organization.

  • 24/7 shift ITIL-based operation.
  • Handle end-user requirements, including incident registration, analysis, and resolution.
  • Functional client support for different SAP, SALESFORCE systems based on predefined instructions.
  • Create documentation, technical guides, and problem-handling manuals.
  • Escalate and track requests within appropriate departments.
  • Document all user requests/incidents in the ticket system (JIRA, EMMA, OTRS).