What we're looking for
Are you ready to be a frontline hero in a fast-paced tech environment? We’re looking for customer-focused First Response Analysts (FRA) to join our dynamic Service Desk team. As the initial point of contact for clients, you’ll play a critical role in delivering outstanding service and ensuring a seamless IT support experience.
What you'll be doing
• Acting as the first point of contact for clients seeking technical assistance
• Providing triage and troubleshooting for common IT issues across hardware, software, and networking
• Logging incidents and service requests accurately using our ticketing system
• Following processes to ensure consistent, high-quality support
• Escalating complex issues to the Advanced Support Team
• Educating users on basic IT functions and best practices
• Contributing to team KPIs by focusing on quality, speed, and client satisfaction
Skills & experience you will need
• Proven customer service experience in a client-facing role
• Strong communication skills with a confident, friendly manner
• A genuine interest in IT and eagerness to build your knowledge
• Attention to detail and process adherence
• Ability to remain calm under pressure in a high-volume environment
• Problem-solving mindset with a willingness to investigate and resolve issues
Desirable: Prior service desk experience, familiarity with ticketing systems, Microsoft Office/Windows knowledge, and an eagerness to pursue IT certifications