Managed Services Support Analyst

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary. Our Support Analyst will also assist colleagues, and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (Customer, peers, and Managers) in order to achieve our departmental and company strategy. This role requires someone who is resourceful and well organized, with excellent analytical and problem solving skills, who is able to work effectively as part of a high performing team with a passion and commitment to providing service excellence. Key Duties & Responsibilities include managing new user account requests, processing access amendments, owning cases through to resolution, escalation, empathetic customer communication, documenting solutions, expanding product knowledge, coaching colleagues, root cause analysis, identifying training gaps, contributing to case reduction initiatives, and maintaining a high level of customer satisfaction. Essential skills include service-desk/IT support experience, ability to manage user requests, analytical/problem solving abilities, excellent communication in English and local language, and knowledge of customer expectations; familiarity with Keyloop product/module and SQL server experience is desirable. The role is based in Prague, Czech Republic, and Keyloop emphasizes inclusive, diverse workplace culture and development opportunities.