Job Description

We are looking for a Level 0 Desk Analyst who is a non-technical person responsible for managing the intake, tracking, and coordination of support cases and service activities. Acting as the Single Point of Contact (SPOC) for case logging and initial customer communication, ensuring that all support requests are handled promptly, accurately, and in accordance with defined service level objectives (SLOs). This role plays a crucial part in ensuring operational efficiency and allowing the technical team to focus on resolution and project execution.

Duties and Responsibilities

Case Handling and Coordination

• Receive and log all incoming support requests via email, phone, or ticketing system
• Collect and verify essential information required to create and classify support cases

Monitoring and Follow-ups

• Track the status of open support cases...