Service Desk Analyst, Resolver (Formerly Crisp) Level 1

As a Service Desk Analyst with Resolver you will act as the first point of contact for external customers contacting Resolver to report issues and faults relating to their service as well as receiving change requests and queries from internal customers.

Finding solutions to problems with your keen critical thinking and problem solving skills will be key whilst focusing on the need of the customer at hand. Owning a customers issue or request will be key providing excellent service and support through strong communication.

Day-to-day responsibilities:

Triage of incoming Service Desk cases ensuring they are responded to within Service Level Agreements (SLAs)

Ownership of Customer cases driving them to resolution

Being a Customer Advocate always considering the customers needs

Resolution of Service Desk cases for internal and external customers

Escalating high impact cases to the SDO for review swiftly and efficiently

Case management across the Service Desk ensuring cases are effectively processed

Maintaining excellent communication with customers throughout their case lifecycle

Follow and adhere to Quality Assurance processes reviewing and developing improvements where possible

Essential traits:

Ability to address configuration issues troubleshooting connections to third party platforms; respond to technical questions in a customer facing manner

Ability to clearly update Service Desk cases provide detailed troubleshooting steps and create content and material for future reference by all technical levels of users

Ability to understand the features and functions of our platform; understanding the customers needs and requirements as well as those of the business

Ability to adhere to functional process and input key documentation within CRM or related system with accuracy and attention to detail and sharing the needs of the customer always adhering to deadlines

Job Specifications:

Post-secondary education or equivalent experience

Passionate about tech and how tech solves business problems

Able to learn quickly

Excellent verbal & written communication is a must

Experience supporting complex and highly configurable enterprise software applications

About Resolver

Resolver is a high-growth SaaS company whose intuitive no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll we offer an innovative non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canadas Great Places to Work six years in a row!

By combining Artificial and Human Intelligence Resolvers Intelligence delivers 24/7/365 safety by continually fighting the weaponization of communications from whoever the source whatever the language and whichever the online harm.