• Serve as the first point of contact for end-user IT support requests via ticketing system, email, chat, or other approved intake channels • Log, categorize, prioritize, and update incidents and service requests in accordance with defined ITSM processes • Resolve common Tier 1 support issues related to user access, passwords, MFA, Microsoft 365, standard business applications, browsers, printers, VPN, and basic workstation troubleshooting • Escalate issues appropriately to infrastructure, cybersecurity, enterprise platforms, vendors, or other IT teams with complete and accurate ticket notes • Maintain strong communication with end users regarding issue status, next steps, and expected resolution timing • Support onboarding, offboarding, and employee access change activities based on documented procedures • Contribute to knowledge base articles, support documentation, and standard operating procedures • Help maintain queue discipline by ensuring tickets are updated, assigned correctly, and not left unresolved without action • Identify recurring issues and escalate trends or process gaps to the Senior Service Desk Analyst • Support adherence to service levels, support standards, and front-door intake discipline

• Provide day-to-day operational leadership for the service desk queue, ensuring incidents and requests are properly triaged, prioritized, assigned, updated, and progressed • Act as the primary escalation point for more complex Tier 1 issues and selected light Tier 2 issues within the support desk scope • Review ticket quality and routing to ensure support work is directed appropriately across infrastructure, cybersecurity, enterprise platforms, and vendor-supported systems • Help enforce SLA discipline, response expectations, communication standards, and ticket hygiene across the support desk • Coach and support service desk analysts on troubleshooting, ticket handling, user communication, and process adherence • Resolve advanced user support issues involving Microsoft 365, access management, devices, standard business applications, and common SaaS platforms • Support onboarding, offboarding, access changes, and other operational support activities requiring greater judgment or coordination • Identify recurring issues, root-cause patterns, support bottlenecks, and documentation gaps, and recommend improvements • Contribute to and maintain knowledge base content, support procedures, and service desk operating standards • Coordinate with vendors and internal IT teams to ensure smooth handoff, follow-up, and resolution of escalated issues • Produce simple operational insights on backlog, aging, trends, repeat incidents, or support quality as needed • Help reinforce the TOM by maintaining a disciplined single front door and reducing noise reaching specialized teams

• Siamo alla ricerca di un Analista Funzionale con esperienza sui processi di Portafoglio e sulle principali funzionalità bancarie core. • La risorsa sarà coinvolta nelle attività di raccolta requisiti, analisi funzionale e supporto ai team tecnici durante le fasi di sviluppo ed evoluzione applicativa, collaborando con stakeholder business e IT in un contesto bancario strutturato. • Il ruolo prevede attività di analisi dei processi, produzione della documentazione funzionale e supporto alla definizione delle soluzioni applicative, con particolare focus sui processi legati a Portafoglio, Conti Correnti e Home Banking.

Role Description Irth is looking for an Operations Analyst to join our growing Customer Experience Group, reporting to the SVP of Customer Experience. You will focus on delivering actionable insights and data-driven solutions to optimize post-sales Delivery and Implementation (Professional Services, EDO). You will help guide our decisions with passion, data-driven analysis, and thoughtful recommendations. Qualified candidates are self-starters and highly motivated to provide excellent customer service. - Assist in the system administration and maintenance of a Professional Services Automation tool (currently Monday.com) including: - PS Opportunity and/or Project creation and maintenance. - Understanding PSA and the data structures to pull relevant data into reports or dashboards. - Create, design, deliver, and maintain processes and specifications as requested by PS leadership. - Prepare and present reports, dashboards, and recommendations based on data analysis. - Provide training and guidance to team members on operational processes and tools when necessary. - Other responsibilities as assigned. - Predict resources needed to reach objectives and manage resources in an effective and efficient manner; identify and bring in resources as required for quick response to client issues raised during the implementation phase. Qualifications - Proficient in MS Excel, MS PowerPoint, and MS Word. MS Excel proficiency will be assessed through skills testing. - Familiar with Salesforce and experience in creating Salesforce Reports and Dashboards. - Detail-oriented mindset with the ability to prioritize and manage multiple tasks in a fast-paced environment with limited guidance. - 1-2 years’ experience in an operations role, preferably in professional services. - Can multitask, plan, organize, and structure work. - Attention to detail and adapt to process in a quick changing environment. - Self-motivated and a team player. - Strong interpersonal skills and resourceful. - Willing to work during US Eastern time every day. Requirements - Bachelor's degree or equivalent combination of education and experience. Benefits - Being an integral part of a dynamic, growing company that is well respected in its industry. - Competitive pay based on experience.