Service Desk Analyst(sofia)

Junior Service Desk Analyst

Location: Sofia, Bulgaria

Job Type: Full time permanent, shifts

Integrity360 is the largest independent cyber security provider in Europe, with a growing international presence spanning the UK, Ireland, mainland Europe, Africa and the Caribbean. With over 700 employees, across 12 locations, and six Security Operations Centres (SOCs)—including locations in Dublin, Sofia, Stockholm, Madrid, Naples and Cape Town—we support more than 2,500 clients across a wide range of industries.

Over 80% of our team are technical experts, focused on helping clients proactively identify, protect, detect and respond to threats in an ever-evolving cyber landscape. Our security-first approach positions cyber resilience as a business enabler, empowering organisations to operate with confidence.

At Integrity360, people come first. We invest heavily in learning, development and progression, fostering a dynamic culture where innovation, collaboration and continuous growth are at the heart of what we do. If you're ready to take your cyber security career to the next level, we'd love to hear from you.

Job Role

We are looking for a junior Service Desk Analyst to play an important role in our already established Security Operations Centre in Sofia. We are looking for long-term employees with hunger to learn and develop. This is a fantastic opportunity to take part of young team of professionals and start your career in the cyber security field.

Primary Duties/Responsibilities Include:

• Continuous monitoring of ticketing, phone, and other relevant systems. Prompt response to alerts and incidents from these systems.
• Analysis and correlation of security alerts and logs from various sources (e.g., SIEM, EDR). Identification of true positives and initiation of appropriate response actions.
• Incident Management - Initial triage, categorization, and assignment of tickets and incidents
• Answering, processing and qualifying customer requests over phone, email and ticketing system.
• Maintaining accurate documentation in the ticketing system (SNOW), updating tickets regularly, participating in root cause analysis, and reviewing reports.
• Strict adherence to standard procedures (SOPs), playbooks, and runbooks. Collaboration with various teams and participation in 24/7 shift rotations.
• Completion of internal trainings and certifications within set deadlines. Assisting team lead with cybersecurity service-related tasks.

Required Skills And Experience:

• Experience with computer operating systems and desktop software
• Fluent oral and written command of English language
• Team player
• Good communication skills
• Willing to work on shifts if and when required

What Would Be Considered An Advantage:

• Previous experience with Endpoint Security solutions like: Trellix, CrowdStrike, Sophos, Microsoft Defender
• Experience with identification and eradication of different types of malware (Viruses, Rootkits, Spyware, and Trojans) will be considered as a strong advantage
• Security and networking certifications
• Windows, Netware and/or Mac certification or equivalent work experience
• Database knowledge
• Full time experience in customer care/customer support would be an advantage
• Ability to read SIEM logs
• Working knowledge of networking

Integrity360 Employee Benefits (Bulgaria)

At Integrity360 we aim to reflect what's important through the benefits we offer. We survey our people regularly and encourage discussions around these tops so we can understand what really makes a difference. Our benefits priorities are physical, mental, and financial wellbeing.

Mental & Physical Wellbeing Benefits:

• Premium private healthcare by Uniqa with extended coverages
• Dental coverage, claim up to 400BGN/year
• Optical coverage, claim up to 100BGN/year
• Life insurance
• MultiSport card fully covered

Financial Wellbeing:

We guarantee that every employee will have their pay reviewed at least once every year, if not more regularly. We aim to pay within the market range for all roles and keep pace with inflation on average.

Other benefits include:

• 4 days additional annual leave (24 in total). Option to carry over up to 12 days in the next year.
• Our L&D program, we work with various platforms including Cybrary, Udemy, Preply, Pluralsight, HTB ensuring our people are up to date with their industry knowledge and further opportunities to upskill.