Communication Desk Analyst

Communication Desk Analyst

Description

The Communication Desk Analyst acts as the single point of contact for the Contact Center and NOC during service interruptions. This role is responsible for writing and sending internal and external communications, alerting internal teams, executive management, and customers of outages or degraded service. Additionally, the role involves proactively notifying customers of all planned maintenance events.

Responsibilities :

Provide timely communication to stakeholders, executive management, and customers regarding Priority 1 and Priority 2 issues.

Coordinate and manage customer-facing outage communications, ensuring timely and effective delivery.

Coordinate response to outages and escalate situations as needed.

Collaborate with the NOC to escalate and resolve outages.

Prepare monthly outage reports and review them with internal teams.

Monitor the production environment using monitoring tools and call volume to detect potential service interruptions early.

Respond to automated alerts in accordance with procedures, using diagnostic tools to assess problem severity.

Escalate issues following procedures and best judgment.

Work with engineers to assess outage impact and report accordingly.

Coordinate weekly root cause analysis (RCA) review meetings with internal teams.

Answer calls, texts, and chat messages from internal teams during outage events.

Minimum Qualifications :

Minimum 2 years of experience in a Help Desk or high-volume Call Center (preferred).

Minimum 2 years of experience in Customer Operations with knowledge of common tools, methods, and techniques.

Previous experience as a communications specialist or equivalent.

Ability to work well under pressure and meet tight deadlines.

Strong computer literacy with email, MS Office, and communication tools.

Familiarity with network monitoring applications (e.g., SolarWinds) is a plus.