Junior Service Desk Analyst (US)

Alemba • United States - Minnesota, MN

4d

About The Position

The Junior Service Desk Analyst provides first- and second-line support to customers, delivering fast, concise responses to calls logged in the Alemba Service Manager Support system. The role focuses on customer service, investigating and resolving application issues, and building product knowledge. It reports to the Global Service Delivery Manager.

The analyst supports a global customer base, including occasional work outside normal business hours and weekend on-call coverage. The position also involves helping maintain 24/7 support, often by handing work over to Alemba teams in other time zones.

Requirements

• Excellent verbal and written communication skills.
• High level of customer service skills.
• Proven technical application support experience.
• Previous experience using enterprise ITSM software.
• Working knowledge of web protocols and infrastructure.
• SQL query experience.
• Knowledge of the ITIL framework.
• Knowledge of Microsoft Azure.
• Ability to self-manage while working from a home office.
• Good attention to detail and accuracy.
• Ability and willingness to work within a 24/7 support team.

Nice To Haves

• Previous knowledge of database management techniques.
• Experience with AI models.
• Strong technical skills in PowerShell, HTML, and SQL.

Responsibilities

• Receive customer support calls and accurately log and profile them.
• Provide functional and technical support to end users, working with customers to reproduce issues and find thorough, timely resolutions.
• Research issues and consult support materials and Alemba’s knowledge bank to identify solutions.
• Escalate tickets to Service Delivery management, product teams, or development teams as necessary.
• Perform customer callbacks and monitor calls through to resolution.
• Manage customer satisfaction and provide timely, meaningful updates on call progress.
• Advise customers on configuring systems to meet and exceed their requirements.
• Pursue system traces or queries across the Alemba technology stack to gather information, triage calls, and assess the need for workarounds or application fixes.
• Liaise with the Cloud Services department to restore service for cloud customers.
• Engage in small managed development projects, such as system connectors and screen designs.
• Occasionally work outside normal business hours to support the global customer base, including handing over to Alemba teams in other time zones.
• Provide weekend on-call cover.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed