1st Line Support/Help Desk Support Analyst

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1st Line Support/Help Desk Support Analyst

GDS Group – Kosovo


Position:                            1st Line Support Analyst/Help Desk Support Analyst

Location:                            Kosovo

GDS Group is a global event, research and technology services company dedicated to helping clients meet the challenges posed by a fast-moving, digital, transformative business environment. Our outstanding B2B Digital Summits, Round Tables and Virtual Showcase events bring purchaser and provider communities together to find solutions to real-world business challenges.

By researching, creating, and delivering insight-led content, every event strengthens our reputation and demonstrates our position of expertise in the industries and verticals in which we operate. 


A bit about us:

  • We currently work with the C-Suite in some of the world’s most well-known brands such as IBM, Oracle, Microsoft, Nike, Gucci, Amazon and many more
  • We have office locations and broadcast studios in Bristol, Miami and New York, with more expansion plans afoot!
  • We’re on target to grow by 70% in 2021 and grew parts of our business by over 200% in 2020
  • We have a world class training and development team ready to help you improve your skills and achieve your goals
  • Whether you want to work with the latest tech or just be part of a talented, ambitious and fun team, we believe we have a fantastic opportunity to help you take the next step in your career.


Why work with us?

  1. Work with leading edge technology, game tech, AWS and have the freedom to explore and innovate.
  2. Join a brand new well funded start up backed by a pandemic proof group business.
  3. A rich 25 year heritage in digital events and immersive experiences.
  4. Over 1,000 events per year and work with global house hold names!
  5. Awesome culture with a focus on our people and learning.
  6. Collaborate, explore, innovate!
  7. Work with a cutting-edge ‘never been done’ before greenfield platform.
  8. Cross functional teams and agile to the core.
  9. Accelerate your potential and work with the best and brightest!


About the role:

GDS Group is seeking a passionate tech savvy 1st Line Support Analyst to join our team. This is a rare opportunity to be part of a team delivering a greenfield ‘never been done before’ product leveraging the latest technology in gaming and web. 


You will work with our global support and engineering teams to ensure we deliver our product and services to our customers in a seamless manner.  You will have responsibility in helping our customers resolve problems, guide our customers on how to get the best out of the product and provide a good depth of knowledge of our product and services. You will put customer experience and satisfaction at the heart of what you do.

This is a critical role, working in a creative environment with an awesome culture allowing you to be part of a team who are building brilliant software using the latest and best in class technologies. You will:

  • Be the first point of contact for customers seeking technical assistance through messaging or email and phone.
  • Understand, qualify and record problems raised by our customers using ZenDesk.
  • Handle support of service requests which relate to the product.
  • Update knowledge base articles and contribute to our help centre.
  • Help measure and analyse customer advocacy and satisfaction.
  • Aid in product design and product development.
  • Ensure any problems are identified swiftly and work with the teams to rectify.
  • Always be inquisitive, looking for ways to improve processes and outcomes.
  • Have great communication skills, both written and verbally.
  • Operational hours will be 5 days per week and 24/5

Who are we looking for:

  • You are a tech savvy Help Desk Analyst or 1st line Support Analyst with more than 2 years working in a similar role.
  • You are social, analytical and possess an aptitude for learning and using new software.
  • You will proactively engage with customers, maximise value, and create strategies to grow our customer base.
  • A strong problem solver and a self-starter with a ‘can do’ attitude.
  • Overall, you are highly motivated help desk agent who is passionate about customer service and improving customer satisfaction.
  • You will have strong communication skills and keen to continuously learn and share knowledge with others.

As the ideal candidate, you will have:

  • Demonstrable experience of at least 2 years as a Help Desk Analyst or 1st Line Support Analyst.
  • Excellent verbal and written English.
  • Knowledge and experience of using ZenDesk or similar platform.
  • A strong passion for service.
  • Highly organized and able to multi-task.
  • Self-driven and proactive nature.
  • Excellent communication and interpersonal skills.
  • Strong leadership qualities.

Desirable Experience

  • Previous experience of working with SaaS companies.


If you are interested in this role, please apply by filling out this form: 


Your applications will be considered by uploading your CV in English only. 

Only shortlisted candidates will be contacted and invited to the next stage of recruitment!

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