U.S. Embassy Sofia - Administrative Assistant (IT Service Desk Analyst)

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  • Announcement Number: SOFIA-2024-13
  • Hiring Agency: Embassy Sofia
  • Position Title: Administrative Assistant (IT Service Desk Analyst)
  • Open Period: 04/24/2024 - 05/13/2024
  • Salary: BGN лв33,287 /Per Year
  • Work Schedule: Full-time - 40 hours per week
  • Salary: BGN 33,287.00 per year (gross)


The IT Service Desk Analyst (SDA) is responsible for front-line response to both internal and external customer queries, both in person at the service desk and through remote channels such as telephone, email, chat, and self-service request forms. In addition to IT-related calls, the SDA filters all incoming telephone calls to the Embassy. These calls are answered immediately with appropriate responses and/or deferred to an internal agency, group, representative, individual extension. The SDA provides first level support to the customer, performs ticket triage, and handles resulting incidents and service requests. The SDA is responsible for loanable property and provides ad-hoc training to users. The incumbent is responsible for activating/deactivating numbers and roaming packages. The SDA performs administrative duties, including maintaining contact databases, supporting VIPs and visitors, and preparing and submitting time and attendance reports for their section.

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