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If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
As a Tier 1 Service Desk Analyst at Infios, you provide outstanding functional and technical support for our Supply Chain Software via phone and ticketing systems. With strong customer service skills, you effectively multitask, prioritise, and use analytical thinking to resolve software issues. You thrive in collaborative settings, communicate clearly with both customers and internal teams, and quickly adapt by expanding your knowledge of systems and processes. With a customer-centric approach, you apply active listening, empathy, and emotional intelligence to deliver prompt resolutions while empowering users through clear communication and thorough documentation.
What a Day In Life Of Looks Like
* Provide first-line support via phone and ticketing systems, troubleshooting software issues and documenting cases accurately.
* Assess, triage, and escalate support cases as needed, ensuring proper routing and timely responses in line with SLAs.
* Maintain clear, professional communication with customers, internal teams, and external partners throughout the support process.
* Resolve issues using defined runbooks, policies, and procedures while curating documentation to enhance Tier 1 service capabilities.
* Apply active listening, empathy, and emotional intelligence to ensure a positive customer experience and meet satisfaction targets.
* Minimise case escalations and call unanswered rates by maintaining high case hygiene and responsiveness across all support channels.
What You Bring To The Team
* Here are six refined bullet points in UK English, combining required and preferred qualifications for a job description:
* 1–2 years of experience in technical customer support, with strong customer service skills and the ability to multitask and self-manage effectively.
* Excellent analytical, troubleshooting, and problem-solving skills, with a proactive approach to resolving technical issues.
* Quick learner with the ability to expand knowledge of relevant applications, processes, and tools used in day-to-day operations.
* Strong communication skills—verbal, written, and interpersonal—with active listening and a customer-focused mindset.
* Team-oriented, with a positive attitude, integrity, and experience working collaboratively in a fast-paced environment.
* Fluency in English (C2 level); experience with supply chain software, SQL/Oracle databases, RF hardware, labelling tools (e.g., Bartender), voice software (e.g., Honeywell), and ticketing systems (e.g., ServiceNow) is desirable.
Why join us?
At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at jobs@infios.com
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.
Seniority level
* Seniority levelEntry level
Employment type
* Employment typeFull-time
Job function
* Job functionInformation Technology
* IndustriesSoftware Development
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