EASTWOOD | Service Desk Analyst I and II

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.

Requirements

• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Records and tracks issues from outset to conclusion.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Responds to common requests for service by providing information to enable fulfilment.
• Escalates complex or unresolved incidents.
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Basic Incident and Outage Management
• Sending Daily reports on open tickets and End of Day Report

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship