Service Desk Analyst

📋 What you will do

• Handle user requests by phone, email, and through the ticketing system
• Register, categorize, and prioritize requests
• Support users on the correct use of the company's educational platforms and products
• Track ticket status and keep users informed about resolution progress
• Perform back-office support tasks, including data checks and record updates
• Provide basic user guidance on platform features and tools
• Escalate recurring issues and improvement ideas to internal teams
• Help create and update support materials such as FAQs, guides, and simple tutorials
• Comply with internal policies for service, quality, and data privacy

🛠 Stack and skills

✅ What we expect

• Experience in customer support, service desk, call center, or back-office
• Strong verbal and written communication skills
• Ability to communicate clearly, empathetically, and concisely
• Completed secondary education; higher education is a plus
• Courses or training in customer service, assertive communication, or conflict resolution are a plus