Service Desk Analyst, Resolver (Formerly Crisp) - Level 1

Service Desk Analyst with Resolver acts as the first point of contact for external customers reporting issues and change requests for Resolver’s no-code platform. Responsibilities include triage of incoming Service Desk cases to meet SLAs, ownership of cases through to resolution, acting as a Customer Advocate, resolving cases for internal and external customers, escalating high-impact cases to the SDO, case management across the Service Desk, maintaining clear communication with customers, and following QA processes. Essential traits include addressing configuration issues and troubleshooting connections to third-party platforms, updating cases with detailed troubleshooting steps, understanding platform features to meet customer and business needs, and documenting information within CRM with accuracy and attention to detail. Post-secondary education or equivalent experience, passion for tech solving business problems, ability to learn quickly, excellent verbal and written communication, and experience supporting complex enterprise software are required.