IT Service Desk Analyst

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Resolv Global

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

💼 Consulting

🤝 B2B

🎯 Recruiter

Consulting • B2B • Recruitment

Resolv Global is a global BPO and staffing provider that delivers scalable, multilingual customer service, technical support, and back-office solutions through a network of six delivery centers and remote teams across multiple continents. The company supports 18+ languages, offers hybrid and work-from-home staffing models, and provides 24/7 coverage for enterprise clients, including Fortune 500 companies. Resolv Global focuses on people-powered, tech-enabled workforce solutions to help businesses expand into new markets and maintain consistent service quality worldwide.

📋 Description

• Provide first-level contact and convey resolutions to customer issues. • Properly escalate unresolved queries to the next level of support • Track, route, and redirect problems to the correct resources. • Update customer data and produce activity reports. • Walk customers through the problem-solving process. • Follow up with customers, provide feedback, and see problems through to resolution. • Utilize excellent customer service skills and exceed customers' expectations. • Ensure proper recording, documentation, and closure. • Recommend procedure modifications or improvements. • Preserve and grow your knowledge of Service Desk procedures, products, and services.

🎯 Requirements

• High school diploma or GED equivalent in Science, Information Technology, or related professional work experience in IT or Desktop Support • Minimum of 2 years of experience working in an End User Services capacity • Ability to maintain composure and customer focus while troubleshooting and solving technical issues. • Ability to prioritize and multi-task in a fast-paced environment. • Ability to work successfully as part of a team. • Ability to work a flexible schedule inclusive of holidays and weekends. • Proficiency in English, both spoken and written. • Basic skills related to hardware, software, and user provisioning/administration. • Basic troubleshooting and problem-solving skills • Proficiency in managing both Windows and iOS environments. • Working knowledge of managing common infrastructure technologies and tools (Meraki, O365, Azure AD, Workspace One, Bomgar) • Working knowledge of Service Desk software (ServiceNow) • Understanding of ITIL and Service Management practices • Ability to communicate effectively, both written and verbally, with technical teams, business partners, and end users • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.