Job Description

Role Summary

The IT Customer Service Analyst role provides front-line operational and non-technical support to external partners and internal stakeholders. This role triages incoming requests, resolves issues where possible, and coordinates with internal teams to ensure timely, accurate outcomes while delivering consistent, high-quality partner experience.

Job Description

• Serve as the first point of contact for partner inquiries and support requests received via designated channels (e.g., ticketing system, email, outbound call, chat).
• Triage, categorize, prioritize, and assign cases in line with agreed service levels; maintain accurate case notes, actions taken, and outcomes.
• Investigate and resolve common partner issues by following documented processes, knowledge articles, and troubleshooting steps.
• Escalate complex, high-impact, or time-sensitive issues to the appropriate internal teams; coordinate follow-ups and keep partners informed of progress.
• Track case status end-to-end and ensure timely closure, including confirming resolution and capturing partner confirmation where required.
• Identify recurring issues and provide feedback to improve processes, knowledge base content, tools, and partner communications.
• Maintain strong working relationships with cross-functional teams to support partner needs.
• Support reporting by monitoring queues, trends, and service metrics; highlight risks, bottlenecks, and improvement opportunities.
• Ensure all interactions comply with company policies and applicable requirements (e.g., data privacy, security, and partner contractual obligations).
• Contribute to training, documentation, and continuous improvement initiatives for the Partner Support Desk.

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Job Requirements