Service Desk Analyst, Resolver

As a Service Desk Analyst with Resolver, you will act as the first point of contact for external customers contacting Resolver to report issues and faults relating to their service, as well as receiving change requests and queries from internal customers.

Finding solutions to problems with your keen critical thinking and problem solving skills will be key, whilst focusing on the need of the customer at hand. Owning a customer's issue or request will be key, providing excellent service and support through strong communication.

Day-to-day Responsibilities

• Triage of incoming Service Desk cases ensuring they are responded to within Service Level Agreements (SLAs)
• Ownership of Customer cases driving them to resolution
• Being a Customer Advocate, always considering the customer's needs
• Resolution of Service Desk cases for internal and external customers
• Escalating high impact cases to the SDO for review swiftly and efficiently <...