Crossfuze is a company that focuses on providing excellent service and support to its clients. They are seeking a Service Desk Analyst to handle initial inquiries, troubleshoot technical issues, and manage ticketing in the ServiceNow system while adhering to Service Level Agreements.
Responsibilities
- Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
- Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
- Document all customer interaction with high attention to detail and accuracy
- Update all tickets according to Service Level Agreements (SLA)
- Understand and follow Crossfuze's Delivery Process: incident management, problem management and change management
- Recognizing and escalating more difficult problems
- Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
- Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
- Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
- Assist with coaching/ training as needed
- Other duties as assigned
Skills
- Experience in a technical support or customer service role
- Bachelor's degree, technical degree or certifications
- Working knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies
- Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware
- Possess an energetic, self-starting mentality with value placed on integrity
- Ability to work as an effective team member with the Crossfuze team, partners and internal staff
- Strong English communication skills, both written and verbal
- Ability and desire to learn new technologies as mutually defined
- Ability to prioritize multiple tasks, anticipate situations, and take quick action
- Ability to type at a speed of 40 words per minute or faster
Benefits
- Paid maternity and paternity leave for biological birth and adoption
- Newborn, adoption and fertility assistance
- Additional PTO day for mental health
- Competitive paid time off
- Healthcare Plan
- 401(k) with employer match
- 10 days toward bereavement leave
- Premium subscription to the Calm app for every employee
Company Overview
Crossfuze is a provider of consulting, design, implementation services, and resale of the ServiceNow® technology platform. It was founded in 2000, and is headquartered in Buffalo, New York, USA, with a workforce of 501-1000 employees. Its website is https://crossfuze.com.