Service Desk Analyst

3 weeks ago

Austin, Texas, United States FLASH Full time

Join our Flash Team as a Service Desk Analyst

At Flash, we are revolutionizing urban mobility and parking. We provide innovative, scalable solutions that enhance mobility, reduce congestion, and improve the overall parking experience. Our comprehensive platform integrates hardware, software, and mobile applications to deliver seamless and efficient parking management. Join us in shaping the future of mobility and making a positive impact on urban living.

We are looking for a customer-service oriented person with a strong sense of urgency and is comfortable in a fast-paced environment for a Service Desk Analyst position. Are you technical and inquisitive by nature? Do you have a strong desire to help resolve problems and enjoy working as part of a team? This may be the perfect role for you A successful Service Desk Analyst also possesses strong documentation skills and is comfortable switching gears and operating within multiple systems.

The Service Desk Analyst is essential for handling complex issues that exceed the capabilities of Level 1 Specialists, serving as a critical escalation point for urgent and/or more complex issues. This role requires thorough information gathering based on the urgency and priority of each case before escalation to senior resources. Analysts participate in on-call and after-hours rotations to ensure continuous support. The position demands strong problem-solving skills, excellent communication, and a proven ability to manage high-pressure situations efficiently.

Location: This is a hybrid role out of the Austin, TX office 3 days a week

Travel: None required

What You'll Do:

Answer customer phone calls & emails, assist customers with a variety of issues including basic and advanced software and hardware troubleshooting
Accurately document & record customer calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting, shipping and dispatch requests) in Flash ticketing system (Freshdesk)
Working Escalations either assigned directly or from queue priority
Advanced troubleshooting and bug investigation with JIRA write up and tracking
Answering questions in Slack, both DM and in channels
Backlog/ticket cleanup. Closing old waiting on* tickets, follow up on open dispatches.

What You Bring:
Prior help desk or call center experience required
Experience with troubleshooting methodologies and quality testing
Experience in support ticketing software, Jira and Freshdesk preferred
Working knowledge of LAN/WAN networks
Strong and detailed documentation skills
Exceptional communication and soft skills
Efficient time management skills
Strength in decision making
Desire to help others
Ability to work diligently and utilize problem-solving to fix issues and ensure functionality.
Ability to read, write, speak, and understand the English language in a business environment.
Comfortable with working autonomously and self-motivating
Reliability, accountability, responsibility and a team player

Qualifications:
At least 2+ years of client facing technical support experience
High school diploma or equivalent.

Competitive Rewards Package includes:
● Comprehensive medical, dental, and vision insurance

● 401(k) with company match

● Paid time off and flexible work environment

● Opportunities for professional growth and development

Join us in making a difference as we build our future. Flash is an equal opportunity employer dedicated to diversity, equality, and inclusion. We provide equal employment opportunities to all employees and applicants for employment. Flash prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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