Concero
Overview
We are seeking a detail-oriented and customer-focused Applications Support Service Desk Analyst to join our IT Operations team. This role is responsible for providing Level 1 support for our core business applications, including order processing, purchasing, sales, customer service, warehousing & logistics, and accounting. The ideal candidate will demonstrate strong problem-solving skills, a commitment to service excellence, and the ability to communicate effectively with both technical and non-technical users. Key Responsibilities
Provide remote Level 1 support for core business applications and hardware issues. Respond to and resolve user-reported issues in alignment with established SLAs. Deliver exceptional customer service via phone, email, and ticketing system (ServiceNow). Accurately document incidents, resolutions, and user interactions. Escalate recurring or critical issues to appropriate internal teams (e.g., Application Development, Business Alignment, Digital). Monitor and manage support tickets to ensure timely resolution. Conduct follow-ups with users to identify opportunities for improvement. Assist in training users on core applications and recommend system enhancements. Collect and communicate change requests from users to relevant IT teams. Support compliance with corporate and regional IT policies and procedures. Participate in software installations, technical maintenance, QA, and UAT activities. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Staffing and Recruiting
#J-18808-Ljbffr
We are seeking a detail-oriented and customer-focused Applications Support Service Desk Analyst to join our IT Operations team. This role is responsible for providing Level 1 support for our core business applications, including order processing, purchasing, sales, customer service, warehousing & logistics, and accounting. The ideal candidate will demonstrate strong problem-solving skills, a commitment to service excellence, and the ability to communicate effectively with both technical and non-technical users. Key Responsibilities
Provide remote Level 1 support for core business applications and hardware issues. Respond to and resolve user-reported issues in alignment with established SLAs. Deliver exceptional customer service via phone, email, and ticketing system (ServiceNow). Accurately document incidents, resolutions, and user interactions. Escalate recurring or critical issues to appropriate internal teams (e.g., Application Development, Business Alignment, Digital). Monitor and manage support tickets to ensure timely resolution. Conduct follow-ups with users to identify opportunities for improvement. Assist in training users on core applications and recommend system enhancements. Collect and communicate change requests from users to relevant IT teams. Support compliance with corporate and regional IT policies and procedures. Participate in software installations, technical maintenance, QA, and UAT activities. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Staffing and Recruiting
#J-18808-Ljbffr