Position Details
About this role
Blue Mantis is hiring an IT Support Center Analyst – AAT to provide first-level technical support for managed services clients. The role resolves issues via phone and web tickets, documents incidents, communicates status within SLAs, and escalates unresolved problems as needed.
Key Responsibilities
- Resolve customer problems by phone or web tickets
- Provide first-level contact and problem resolution
- Communicate ticket status and resolution within SLA
- Acknowledge and work incoming Help Desk web tickets by SLA
- Resolve or escalate issues and coordinate with vendor as needed
Technical Overview
This is a remote help desk/service desk role focused on first-level troubleshooting and incident handling. The analyst supports end users through remote assistance, ticket-based workflows, SLA adherence, and coordination with vendors for resolution when required.
Ideal Candidate
The ideal candidate is an entry-level support center analyst who can handle first-level troubleshooting for end users using both phone and web ticket channels. They work efficiently under SLA expectations, document incidents, resolve or escalate issues, and communicate clearly with customers in a fast-paced managed services environment.
Must-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Must be able to provide first-level support by phone and remotely for end users, Must be able to meet SLA expectations for calls and web tickets, Must have end user account administration capability (entry-level acceptable if demonstrated)
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