Support Desk Analyst

WeDo: Digital is on an exciting journey. We’ve scaled from a team of 5 to 30+ employees and are continuing to grow. When you join WeDo: Digital, you join a collaborative and supportive environment, where your contributions will be valued. We place a strong emphasis on creativity, authenticity, and innovation – providing opportunities for personal and professional growth. We are a diverse and inclusive employer, making it a welcoming workplace for all.

Due to continued success, WeDo: Digital is looking for a Support Desk Analyst to join our team on a full time, permanent basis. Reporting into the Service Lead, you will offer support and technical assistance to our customers, helping them to complete 1^st line tasks or troubleshoot problems across various technologies.

Part of the WeDo Group, WeDo: Digital build first-class enterprise solutions that create measurable results, across industries such as FinTech, Payroll, HR, Recruitment and Ecommerce.

You will be:

• Serving as the first point of contact for customers seeking technical assistance via email, phone or self-service portal
• Providing initial triage/fact finding on logged issues
• Escalating 2^nd/3^rd line issues to senior team members
• Being part of the established support team working on troubleshooting and diagnosing problems
• Writing and editing internal documentation including building up our FAQs and knowledge base to speed up fault resolution times
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues raised
• Focusing on common issues raised to help identify repeat occurrences and continuously improve our customer service experience
• Remotely accessing customer environments to provide support, with some on-site client visits when required
• Working with the existing/senior members of the team to increase technical knowledge of our clients’ infrastructure

Your expertise:

• Strong computer literacy and tech-savvy, with some basic technical knowledge of PC/Windows systems, Microsoft Office suite/Office365 and remote access support
• Experience with Active Directory user account management
• Self-starter attributes and good problem solving experience with pro-active approaches and strong sense of ownership of issue resolution
• Ability to troubleshoot and diagnose problems in a timely fashion, ensuring a focus on exceptional customer satisfaction
• Confident speaking and verbal communication skills to articulate faults to customers in easy-to-understand terms
• Strong written and editing skills to aid in writing and updating support documents, FAQs and knowledge bases