Service Desk Analyst

TL;DR

Service Desk Analyst (Retail Support): Handle incoming calls, emails from store teams and external customers, log inquiries, triage issues, and provide basic IT troubleshooting using Freshdesk. Focus on escalating complex problems to experts, identifying store equipment, and maintaining customer-focused interactions in a fast-paced environment.

Location: Permanent work from home (Sydney timezone, Mon-Fri 7:00 AM - 4:00 PM with 1 hr unpaid break)

Company

Thriving retail organization with nationwide presence, expanding internal support system using cutting-edge technology.

What you will do

• Handle incoming calls and emails from store teams and external customers
• Capture, log, triage, and escalate inquiries and issues to subject matter experts
• Perform basic maintenance and IT troubleshooting following guidelines
• Identify store equipment types and resolve basic errors or escalate appropriately
• Use Freshdesk software to manage support tickets
• Maintain customer-focused approach in all interactions

Requirements

• Excellent written and verbal communication skills in English
• Strong customer service skills with problem-solving focus
• IT troubleshooting abilities and willingness to learn
• Logical thinking and analytical approach
• Adaptability and quick learning for customer service software
• Team player in fast-paced retail support environment

Culture & Benefits

• Permanent work from home
• Immediate hiring
• Health insurance coverage for eligible locations

Hiring process

• Complete application with assessment questions, technical check, and voice recording
• Hourly pay rate based on application performance
• Priority review for fully completed submissions