The Operations Support Analyst for Tier 1 Help Desk Operations involves monitoring emails, phone calls, and other customer support activities. The role requires identifying, researching, and resolving technical and procedural issues. Candidates must respond to support requests, document and track issues, and escalate unresolved issues to higher tiers. The job offers a hybrid work schedule with 20% remote flexibility and requires working some nights, weekends, and holidays. The position requires technical problem-solving skills, customer service focus, and experience with computer systems and networks. Preferred qualifications include a degree in a relevant field or equivalent experience, ITIL certification, and experience with ServiceNow. Responsibilities: Identify, research, and resolve technical issues
Respond to calls, emails, and support requests
Document and track issues to ensure resolution
Escalate unresolved issues to higher tiers
Communicate status updates
Adapt to a changing environment and work flexible shifts