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Service Desk Analyst at Planet - ApplyBlast

Service Desk Analyst

Planet

3 months ago

3.5 on Glassdoor

Galway, County Galway, Ireland

Hybrid

Full Time

Medior

0 applicants

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About this role

The role provides first‑line IT support for Planet’s global workforce, handling inbound incidents and service requests via phone, chat, portal and email. Responsibilities include triaging, logging, resolving common issues, managing escalations, and maintaining knowledge articles to ensure high customer satisfaction and SLA compliance.

Responsibilities

Provide first‑line support for global workforce via phone, chat, portal and email
Triage, log and prioritize incidents and service requests in Jira Service Management
Resolve common endpoint, account, connectivity and application issues at first contact
Handle identity and access tasks such as password resets, MFA and account unlocks
Escalate complex tickets to L2/L3 teams or vendors and track to closure