Experience required: 1 to 3 years

At Boku, we build payments and identity services that are used by businesses all around the world, including app stores and digital content providers, to deliver fast mobile transactions.  We are looking for a Service Desk Analyst to join our support operations team to help us deliver excellent and fast support. In this role, the Service Desk Analyst will manage inbound and outbound emails for an international array of clients, triage their requests, create and maintain support tickets, and work with the help of technical teams to help solve issues and communicate about incidents. 

Responsibilities:

• Act as a point of contact for business customers and managed service provides to request support, report an issue, or request information.
• Manage service desk mailbox and acknowledge all incoming mail within excepted timeframes.
• Use ticket management tools to document support requests and incidents clearly, including relevant details, troubleshooting steps taken, correspondence, and comments.
• Send outbound mails, including replies and updates to support requests, and service and outage notifications using appropriate templates or messaging.
• Monitor incidents and support requests from start to resolution and communicate accurate and timely updates to customers about the progress and status of their requests.
• Escalate as needed unresolved problems or critical issues to a higher level of support.
• Assist with administrative tasks, including data entry and documentation.
• Perform basic troubleshooting and analysis tasks using log analysis and monitoring tools on as as-needed basis.

Qualifications and Requirements:

• Excellent communication abilities in English for listening, speaking, and writing. You must be able to effectively communicate with native and English-as-a-second-language communicators.
• Excellent email communication skills and etiquette, suitable for a business environment
• Good writing skills without relying on templates. You must be able to convey an appropriate message to customers based on their needs and individual situation.
• Good at critical and analytical thinking. You must be able to understand each customer’s request, including what issue they are facing, what support they need, any additional information needed to support them, and able to properly categorize their request into the appropriate priority.
• Flexibility in working schedules (days and times)
• Ability to handle many ongoing tasks accurately and efficiently, while maintaining calm and focus to get the job done
• Working experience required with MNC clients
• Having education or past experience with computers, web sites, and/or web applications
• Pays attention to details and ensures nothing is missed

Good to have:

• ITIL v3 Foundation (IT Infrastructure Library) certification or knowledge
• Hands on experience with ITSM, Jira, BMC remedy, Service Now, or any Incident management ticketing tool