Service Desk Analyst

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency. As a Tier 1 Service Desk Analyst at Infios, you are dedicated to delivering exceptional functional and technical support for our suite of Supply Chain Software products. Your role is centered around providing comprehensive assistance through both phone and ticketing systems to customers. With a strong foundation in customer service, you are adept at multitasking, prioritizing tasks, and employing analytical and troubleshooting skills to resolve software-related issues efficiently. You thrive in collaborative environments and excel at maintaining clear and concise communication with both customers and internal teams. Your ability to quickly learn and expand knowledge in relevant processes and applications allows you to adapt swiftly to evolving challenges. Embracing a customer-centric approach, you utilize active listening, empathy, and emotional intelligence to handle customer interactions with care. Your goal is not only to resolve issues promptly but also to empower customers through effective communication and documentation. What a day in life looks like: Provide support via phone and ticketing system, gathering and documenting all relevant issue details. Troubleshoot software-related issues and resolve cases based on runbooks, policies, and procedures. Assess, triage, and route cases to appropriate teams; escalate based on severity when needed. Ensure clear communication with customers and internal teams while meeting SLA targets. Handle critical cases, maintain low escalation rates, and ensure high call responsiveness. Collaborate with internal/external stakeholders and contribute to documentation and Tier 1 service improvements; maintain high CSAT. What you bring to the team: Strong customer service mindset with the ability to multitask and prioritize effectively. Solid analytical, troubleshooting, and problem-solving skills. Self-managed, quick learner with the ability to adapt to new tools and processes. Excellent communication and interpersonal skills (written and verbal). Team-oriented, proactive attitude with high integrity. 0–1 year of technical customer support experience; fluent in English. Preferred: Experience with supply chain software (e.g., WMS, order/inventory management). Knowledge of databases (SQL/Oracle), queries, and stored procedures. Experience with operating systems and RF hardware. Familiarity with labeling software (e.g., Bartender). Experience with voice solutions (e.g., Honeywell). Experience with ServiceNow or similar ticketing systems. #LI-REMOTE Why join us? At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better. We believe the future is better when supply chains work better. We are an equal-opportunity employer and committed to inclusion in the workplace. At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [email protected] Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.