Service Desk Analyst

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