Customer Support Specialist

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

Job Description: Service Desk Analyst

Position Summary
The Service Desk Analyst is the first point of contact for users seeking technical assistance. This role is responsible for troubleshooting, diagnosing, and resolving IT issues, as well as escalating more complex problems to higher-level support teams. The analyst ensures high levels of customer satisfaction through efficient, effective, and professional service delivery.

Key Responsibilities

• Provide first-level technical support to end-users via phone, email, chat, or ticketing system.

• Troubleshoot hardware, software, network, and application issues.

• Log, track, and document incidents and service requests in the ITSM tool.

• Escalate unresolved issues to second or third-level support teams as required.

• Follow established procedures, SLAs, and escalation paths.

• Assist with user account setup, password resets, and access management.

• Support remote and onsite employees, ensuring timely resolution of IT problems.

• Contribute to the creation and maintenance of knowledge base articles and FAQs.

• Monitor system alerts and proactively address recurring incidents.

• Deliver excellent customer service and ensure communication throughout the incident lifecycle.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).

• 1–3 years of experience in IT Service Desk or Help Desk support.

• Knowledge of Windows, macOS, Microsoft 365, and common business applications.

• Familiarity with ITSM tools (e.g., ServiceNow, Remedy, Jira, Zendesk).

• Understanding of networking fundamentals, VPN, and remote access tools.

• ITIL Foundation certification is a plus.

Skills

• Strong problem-solving and troubleshooting abilities.

• Excellent communication and interpersonal skills.

• Ability to multitask and manage priorities in a fast-paced environment.

• Customer-focused mindset with attention to detail.

• Ability to work independently and collaboratively in a team environment.

Reporting To: IT Service Desk Manager / IT Support Lead
Location: [Onsite / Hybrid / Remote, as applicable]

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!