Junior Service Desk Analyst (US)

Alemba; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Alemba is seeking an Application Support Analyst to provide first- and second-line support to customers, ensuring swift, accurate responses and resolution within Alemba Service Manager.

You will log calls, reproduce issues, and work with cloud teams to restore services while maintaining high customer satisfaction. This role requires strong communication skills and knowledge of ITIL and SQL. Remote 24/7 coverage may be needed.

Qualifications

• Experience providing customer-focused IT support and troubleshooting.
• Experience with enterprise ITSM software.
• Knowledge of web protocols and infrastructure.
• SQL query experience required.
• Knowledge of ITIL framework and Microsoft Azure.

Responsibilities

• Log and profile customer support calls accurately and timely.
• Provide functional and technical support to end users.
• Research issues and source solutions from knowledge base and resources.
• Escalate tickets to Service Delivery, product or development teams as needed.
• Maintain 24/7 support coverage across global time zones.
• Liaise with Cloud Services to restore service for cloud customers.

Skills

Customer service

Technical support

SQL queries

Azure knowledge

ITIL knowledge

PowerShell

Communication skills

Self-management

Tools

ITSM software

PowerShell

SQL Server

Azure

Job description

Reporting to the Global Service Delivery Manager, the Application Support Analyst provides first- and second-line support to customers, ensuring fast and concise responses to calls logged within our Alemba Service Manager Support system. An excellent communicator with written and spoken language at the forefront of your skills, you should be able to diligently work to exceed customer expectations and expand your knowledge of the product you support.

Job Description

Duties & Responsibilities:

• Receive customer support calls and accurately log and profile them
• Providing functional and technical support to end users, working with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible
• Research issues and interrogate support materials and Alemba’s knowledge bank to source solutions
• Escalate tickets internally to Service Delivery management, product or development teams as necessary
• Perform customer call backs and monitor calls through to resolution
• Actively manage customer satisfaction and provide timely and meaningful updates on call progress
• Provide advice and guidance on how best to configure systems to meet and exceed customer requirements
• Pursue system traces or queries across the Alemba technology stack, in order to gather enough information to be able to triage calls and assess the need for workarounds or application fixes
• Liaise with Cloud Services department to restore service for cloud customers
• Engage in small managed development projects such as system connectors and screen designs
• Occasionally work outside normal business hours to maintain 24/7 support to our global customer base (mostly handing over to Alemba teams in other time zones).
• Weekend on-call cover

Qualifications/Experience:

• Excellent verbal and written communication skills
• High level of customer service skills
• Proven technical application support experience
• Previous experience of using enterprise ITSM software
• Working knowledge of web protocols and infrastructure required
• SQL Query experience required at a minimum, previous knowledge of database management techniques advantageous
• Experience with AI models beneficial
• Knowledge of ITIL framework
• Knowledge of Microsoft Azure

Personal & Professional Qualities:

• High energy team player who is able to self-manage from home office
• Strong technical skills in PowerShell, HTML & SQL would be advantageous
• Good attention to detail and accuracy
• Communicates well with both internal and external customers
• Willingness to work within a 24/7 support team