Service Desk Analysts

Job description

Job Overview:

We are looking for an enthusiastic Service Desk Analyst to provide remote and office-based support for our clients. This role involves troubleshooting first-line issues across a variety of products, including a Content Management System (CMS). You will be responsible for managing tickets, escalating issues, performing server maintenance, and updating the knowledgebase. Excellent communication with clients and internal engineers is essential to ensure efficient resolution of issues and delivery of top-tier support.

Key Responsibilities:

• Ticket Management:
• Use a ticketing system to log, categorize, and prioritize support requests from clients.
• Troubleshoot and resolve first-line technical issues, with a focus on CMS-related problems.
• Escalate more complex issues to the appropriate internal teams, ensuring clear documentation and communication.
• Follow defined escalation paths for timely resolution of high-priority incidents.
• Client Support:
• Provide effective first-line support to clients, offering guidance on product usage, troubleshooting system errors, and resolving connectivity issues.
• Focus on supporting our Content Management System (CMS) while also addressing issues across other products.
• Communicate solutions to clients clearly, ensuring they understand the resolution process and any next steps required.
• Internal Collaboration:
• Work closely with internal engineers and second/third-line support teams to escalate issues that require in-depth troubleshooting or advanced knowledge.
• Collaborate with product and engineering teams to gather information on product updates, bug fixes, and new features that may impact client support.
• Knowledgebase Management:
• Update and expand the internal knowledgebase, ensuring it includes the latest troubleshooting steps, solutions, and product documentation.
• Share knowledge with both clients and internal teams to promote self-service and improve overall efficiency.
• Server Maintenance:
• Perform routine server maintenance tasks, such as backups, system monitoring, and updates.
• Identify potential server issues early and escalate as necessary to prevent service interruptions.
• Communication & Reporting:
• Provide regular status updates to clients on the progress of their issues, setting clear expectations for resolution timelines.
• Report on common technical issues and recurring problems to help improve the support process and product stability.