Position Summary
The Service Desk Analyst is the first line of support to our customers.  This position responds to customer inquiries and handles customer issues.  Will escolate those issues to appropriate resources for resolution and/or follow-up.
Item No. Job Duties / Skills Essential Functions
1 Following our Core Values: Collaboration, Supportive, Effective Communication, Respectful, Driven.
2 Effectively Communicate with clients in a way that is professional and aligns with our Core Values.
3 Resolve customer issues, identify and escalate priority issues when needed.
4 Address client communication directed towards you in a timely manner -or direct them to the proper support channels.
5 Communicates proactively and works cooperatively with other members of the team and management.
6 Assist with phone calls, cleaning up tickets, gathering relevant information, and ticket creation.
7 Assist with managing tickets- following SLA, making sure tickets do not fall out of SLA, prioritizing when needed.
8 Security Awareness – Following company guidelines and complete EUSA training .
9 Reports time worked at the end of task or at minimum by the end of the day.
10 Continued education through internal trainings and certifications.
11 Works towards billable goal, tickets worked, tickets closed throughout the day.
12 Strive for positive client Crewhu ratings.
13 Submits timesheet at the end of every week or by Monday of the following week.
14 Participates On-call rotation.
15 Goes onsite when needed to resolve a customer issue.
16 Has / Maintains a good on-time attendance record.
17 All other assigned tasks.
31 Open
Last Updated: November 2025
Minimum Qualifications for Position
Appropriate technical background Valid driver’s license, with ready access to an automobile with insurance
Knowledge, Skills and Abilities Required
Must have strong oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, planning and organizing, attention to detail, and stress tolerance.
Working Conditions
Most work is performed in an office environment either at home or at the office requiring many hours of sitting and close desk work.