Service Desk Analyst
Service Desk Analyst
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Job Description
This is a remote position.
Schedule:
- Parttime
- Monday 3 PM to 9 PM (1 PM to 7 PM Manila Time) Thursday to Sunday 4 PM to 9 PM (2 PM to 7 PM Manila Time)
Client Timezone: AEST (Australian Eastern Standard Time)
Client Overview
Join a thriving retail organization with a nationwide presence! This innovative company is expanding its internal support system to enhance operations across its store network. By joining their team you ll be at the forefront of customer service excellence utilizing cuttingedge technology to solve problems and drive efficiency.
Job Description
Embark on an exciting journey as a Service Desk Analyst in a dynamic retail environment. You ll be the vital link between store teams and subject matter experts handling a diverse range of inquiries and providing crucial support. This role offers a perfect blend of customer service and technical problemsolving ideal for those who enjoy variety in their work. You ll use stateoftheart customer service software to manage inquiries perform IT troubleshooting and ensure smooth store operations. If you re techsavvy logical and passionate about delivering topnotch support this role offers an excellent opportunity to grow your skills and make a tangible impact.
Responsibilities
- Handle incoming calls and emails from store teams.
Capture and log information about inquiries and issues.
Triage and escalate complex issues to subject matter experts.
Provide basic IT troubleshooting following established guidelines.
Learn to identify the various different types of equipment in stores and understand how to resolve basic errors or escalate to the correct Third Party Provider.
Use customer service software (currently Store IQ potentially transitioning to Freshdesk or Zendesk) Freshdesk.
Maintain a customerfocused approach in all interactions.
Additional Scope:
- Handle a variety of inquiries from store employees.
Collaborate with subject matter experts for complex issues.
Adapt to potential changes in software systems
Requirements
- Strong customer service skills with a focus on problemsolving and issue resolution
- IT troubleshooting abilities and a willingness to learn new technical skills
- Logical thinking and analytical approach to addressing diverse inquiries
- Adaptability and quick learning ability especially with various customer service software platforms
- Excellent written and verbal communication skills in English
- Ability to work effectively in a fastpaced evolving retail support environment
- Team player mentality with a commitment to collaborative problemsolving
- Customer service or IT certifications are a plus
Employment Type
Full Time
