Job Description
We are looking for a Level 0 Desk Analyst who is a non-technical person responsible for managing the intake, tracking, and coordination of support cases and service activities. Acting as the Single Point of Contact (SPOC) for case logging and initial customer communication, ensuring that all support requests are handled promptly, accurately, and in accordance with defined service level objectives (SLOs). This role plays a crucial part in ensuring operational efficiency and allowing the technical team to focus on resolution and project execution.
Duties and Responsibilities
Case Handling and Coordination
- Receive and log all incoming support requests via email, phone, or ticketing system
- Collect and verify essential information required to create and classify support cases
Monitoring and Follow-ups
- Track the status of open support cases and service activities. Refer unresolved or stagnant cases to the Technical Supervisor for further action based on internal escalation guidelines
- Escalate high priority to appropriate personnel or management
Communication Management
- Act as a primary liaison between clients and internal teams during initial case creation
- Acknowledge client follow-ups and coordinate internally to ensure a timely response by the assigned Systems Engineer
Documentation and Reporting
- Maintain accurate and up-to-date documentation for all support requests and service activities
- Generate share weekly status reports on case progress and aging for internal tracking and team coordination
Process Adherence and Improvement
- Ensure compliance with established support processes, including incident and service request procedures.
Customer Service Support
- Maintain a high level of professionalism, customer empathy, and service excellence in all interactions.
- Coordinate with clients and internal teams to schedule Preventive Maintenance activities based on predefined plans or assigned tasks
- Maintain and update the PM calendar, including client availability, engineer assignment, and coverage tracking.
- Send reminders and follow-ups to clients for schedule confirmation
- Notify Systems Engineers and Technical Supervisors of upcoming PM activities
- Ensure activities related to PM are pre-created and properly tagged in the ticketing system
- Document schedule status in a shared tracker
Qualification and Job Specification Education
- Candidate must possess at least a Bachelor's Degree in IT, Compute Science, Communications, or related field
Experience and Competency
- 1-2 years of experience in customer service, administrative support, or helpdesk operations is preferred
- Strong written communication and interpersonal skills
- Excellent organizational and time management skills
- Attention to detail and process-oriented mindset
- Ability to work independently and proactively identify improvement areas
- Familiarity with ticketing systems is a plus
- Basic knowledge of Information Technology Infrastructure Library (ITIL) is a plus but not required
