Reports To: Global lT and Customer Services Manager

Location: Remote, based in the Czech Republic

 

About Lineup  

Lineup offers state-of-the-art ERP and sales management solutions to help media companies streamline operations and drive revenue. Since 2009, our sales and revenue management tool, Adpoint, has served major global media organizations, establishing us as experts in comprehensive media sales solutions. With a team of over 100 professionals across offices in London and the Czech Republic, we serve an international clientele.

 

Role Overview  

Lineup is seeking a Service Desk Analyst (contractor) with broad experience in application support across various technical areas. This role focuses on triaging and investigating queries, attempting first-line resolutions, or escalating to the appropriate teams (e.g., Infrastructure, Development, Project Delivery). This position is ideal for someone eager to learn about and support our bespoke product, Adpoint, used by some of the world’s largest and best Media companies.

 

Key Responsibilities:  

Triage, investigate, and resolve or escalate queries across diverse technical areas. Schedule and monitor customer upgrades. Support and maintain a Known Error Database. Collaborate within an ITIL environment. Work with JIRA and Confluence. Provide excellent customer service.

 

Qualifications:  

Proven experience as a Service Desk Analyst. Fluent in English and Czech – written and oral Third European language preferred, ideally German Proactive, self-starter with a positive outlook. Excellent communication skills – written and oral Great customer service skills Able to self-manage their workload and meet deadlines Strong 2nd line fault analysis, diagnosis, and incident management within SLAs. Ability to speak directly with customers to review their JIRA tickets, projects, and future needs