Service Desk Analyst Resolver Formerly Crisp - Level 1

As a Service Desk Analyst with Resolver, you will act as the first point of contact for external customers contacting Resolver to report issues and faults relating to their service, as well as receiving change requests and queries from internal customers.

Finding solutions to problems with your keen critical thinking and problem solving skills will be key, whilst focusing on the need of the customer at hand. Owning a customer’s issue or request will be key, providing excellent service and support through strong communication.

Day-to-day Responsibilities

• Triage of incoming Service Desk cases ensuring they are responded to within Service Level Agreements (SLAs)
• Ownership of Customer cases driving them to resolution
• Being a Customer Advocate, always considering the customer’s needs
• Resolution of Service Desk cases for internal and external customers
• Escalating high impact cases to the SDO for review swiftly and efficiently
• Case management across the Service Desk ensuring cases are effectively processed
• Maintaining excellent communication with customers throughout their case lifecycle
• Follow and adhere to Quality Assurance processes, reviewing and developing improvements where possible
  
  

Essential Traits

• Ability to address configuration issues, troubleshooting connections to third party platforms; respond to technical questions in a customer facing manner
• Ability to clearly update Service Desk cases, provide detailed troubleshooting steps and create content and material for future reference by all technical levels of users
• Ability to understand the features and functions of our platform; understanding the customer’s needs and requirements as well as those of the business
• Ability to adhere to functional process and input key documentation within CRM or related system with accuracy and attention to detail and sharing the needs of the customer, always adhering to deadlines
  
  

Job Specifications

• Post-secondary education or equivalent experience
• Passionate about tech and how tech solves business problems
• Able to learn quickly
• Excellent verbal & written communication is a must
• Experience supporting complex and highly configurable enterprise software applications
  
  

About Resolver

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!

By combining Artificial and Human Intelligence, Resolver’s Intelligence delivers 24/7/365 safety by continually fighting the weaponization of communications from whoever the source, whatever the language and whichever the online harm.

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