Service Desk Analyst

📋 What you will do

• Handle user requests via phone, email, or the ticketing system
• Log, categorize, and prioritize tickets
• Resolve user issues and guide them on how to use the company’s platforms and educational products
• Track ticket status and keep users informed throughout the resolution process
• Support back-office tasks such as data verification, account updates, and interaction logging
• Conduct user guidance sessions on the basic functions of the platforms
• Escalate recurring issues and improvement ideas to internal teams
• Help create and update support materials such as FAQs, guides, and simple tutorials
• Follow internal policies for service quality and data privacy

🛠 Stack and skills

✅ What we expect

• Experience in customer service, support, call center, or back-office operations
• Strong verbal and written communication skills
• Focus on clarity, empathy, and conciseness
• Courses or training in customer service, assertive communication, or conflict resolution are a plus
• Completed secondary education
• Higher education in progress or completed will be a plus