Service Desk Analyst

About the Role

The Service Desk Analyst provides front-line support for applications, products, and services to state regulators, insurance producers, insurance company representatives, consumers, and internal staff. This role responds to routine questions and technical issues through phone, email, chat, and Slack, documents work accurately in the Jira Service Desk system and escalates more complex issues when needed. The position works closely with team members, internal support teams, and business partners to deliver timely, professional service while protecting sensitive information.

Key Responsibilities

• Provide first-level support for applications, products, and services for internal and external customers.
• Respond to routine customer questions and basic technical issues by phone, email, chat, and Slack in a timely and professional manner.
• Create and maintain accurate ticket documentation, including incidents, service requests, and resolutions, in Jira Service Desk.
• Support user access tasks such as password resets, account unlocks, and basic account assistance by following established procedures.
• Handle calls and tickets across assigned queues, resolve routine issues independently, and escalate non-routine issues to the appropriate support teams.
• Protect confidential information and follow security and privacy requirements when handling customer and organizational data.
• Contribute to team success by sharing feedback, following standard procedures, and identifying opportunities to improve customer service and documentation.

Requirements & Tech Stack

• Working knowledge of Jira Service Desk or a similar ticketing system for ticket intake and documentation.
• Basic proficiency with web browsers, Microsoft Office Suite/365, and the ability to learn quickly.
• Ability to support customers through phone, email, chat, and Slack.

Qualifications

• Associate’s degree from a two-year college or technical school, or an equivalent combination of education and relevant experience.
• Preferred: 1+ years of call or contact center experience.

Schedule: 8am-4:30pm, M-F. Does not follow the traditional holiday schedule.

Location: Fully remote, with potential for occasional office attendance for meetings, events, or training.