EASTWOOD | Service Desk Analyst I

We are a global leader in content services, trust & safety, and digital consumer engagement. We design, build, and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents means we can deliver flexible solutions that harness our unique expertise in cultural nuance. We have deep domain expertise in tech-augmented front-to-back-office CX, plus digital consumer engagement, CX consulting, and an innovative suite of proprietary digital solutions for industry verticals.

Requirements

• Acts as the initial point of contact for phone calls, ticketing, and emails from internal staff and clients regarding IT issues and requests
• First line support - troubleshooting of IT related problems of software, hardware Laptops, PCs, and Printers
• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user's requirements and expectations.
• Troubleshoot basic network issues and first level technical issues.
• Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA's and OLA's
• Escalate unresolved request/incident to the infrastructure support team and back end team

Benefits

• Comprehensive benefits package
• Opportunities for career growth and development
• Collaborative and dynamic work environment