Service Desk Analyst

Service Desk Analyst

Job Description

WBM is looking for a customer service professional to join our Service Desk team in the role of Service Desk Analyst.

As a Service Desk Analyst, you provide level 1 technical support with a goal to provide a great customer experience in a multi-channel environment through telephone, email, chat and online requests. You provide world class support our client community using remote systems and tools and work in collaboration with our clients and their specialized 2nd and 3rd level technical teams.

In this role, you can be involved in the entire lifecycle of incidents and service requests from receipt, detection, and discovery to resolution and closure. You are often the first point of contact to perform high level triage and diagnostics, assess problems, and troubleshoot. This is a fast-paced team focused on customer service, outstanding communication, quality, and knowledge management.

Depending on your skills and experience, you will join our team as either a level 1, level 2 or level 3 analyst and have the opportunity for skills development and career advancement on our rapidly growing team.

Key Qualifications:

The successful candidate will possess the following key skills and experience:

• Excellent customer service skills with a friendly and curious approach to problem solving.
• Strong communication skills, including both verbal and written communications.
• Service desk experience providing level 1 technical support, including triage and troubleshooting.
• Must be able to work shift rotations including daytime shifts, afternoon shifts, weekends and split shifts if required.
• Experience with Active Directory including creation of ID’s, removal of accounts, and assigning folder permissions, application
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