Service Desk Analyst I
2 weeks ago
The Service Desk Analyst I provide technical support to a mix of technical and non-technical internal customers by diagnosing, troubleshooting, repairing and debugging software and/or networked systems.
They act as the first point of contact for internal users who report issues or submit requests.This position is the front line of IT support and requires frequent interaction with customers, providing knowledge, updates and the highest level of customer service.
Frequent collaboration with more experienced team members is expected.This role reports to the Manager, IT Operations and is a hybrid position. Candidates must be based in Chicago, IL and are required to work in office 3 days a week.
Your Role In Action
Provide the highest level of technical support to customers responding to inbound customer requests, incidents, and questions by diagnosing, troubleshooting, repairing or configuring complex software and/or networked systems.
Deliver a great customer experience through clear, focused communications, detailed tracking and documentation of all interactions, meeting or exceeding service-level targets, prompt escalations and adherence to all service desk processes.
Follow knowledge base materials for consistent responses to requests, issues, and questions. Identify gaps in knowledge or documentation and develop materials to remediate those gaps. Administer knowledge management process and implement best practice procedures.Respond in a timely manner to employee requests and see them through to completion.
Work with team managers to identify and recommend improvements to processes and procedures.
Demonstrate initiative to develop skills and knowledge within the products and platforms supported by IT in order to effectively support customers.
Demonstrate initiative to expand skills and knowledge in products or platforms likely to be adopted soon.Meet identified goals with respect todocumented metrics
Maintain close attention to detail when categorizing and documenting tickets to ensure accurate reporting and maintenance of historical data.
Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, resolving and closing tickets.
Collaborate closely with team members in all worldwide locations to provide consistent support experience and extended global support hours.
Maintain the flexibility to participate in shifts or on-call schedules as needed or requested.
Commitment to and consistent demonstration of core company values.
Accurately track hours worked daily.
Qualifications
1+ years of experience working in a technical support capacity.
Bachelors Degree, Associates Degree or Technical training in related field or equivalent experience
Knowledge of general operating systems
(e.g., Windows 10, OS X, iOS, Android, Active Directory, etc.)
Knowledge of general desktop hardware, software, modern browsers and networking concepts.
Ability to work efficiently under pressure, drive projects to completion and meet deadlines.
Knowledge of the use of a service desk ticketing/tracking system (Jira, ServiceNow, etc.)
Ability to follow defined process and procedures and meticulous attention to detail.
Flexibility and the ability to adapt quickly
to shifting company or team goals.
Occasional on call support duties
Compensation
Relativity is committed to competitive, fair, and equitable compensation practices.
This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus target of 5%, and long-term incentives.
The expected salary range for this role is between $44,000 and $66,000.The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity.
Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Unlimited time off
Long-term incentive program
Training investment program
Transparency in Coverage Information
The Transparency in Coverage Final Rule requires disclosure of the negotiated rates with in-network providers and the historic allowed amounts paid to out-of-network providers, for all health plans available to employers.
Files containing this information for the plans covered are published on this page.Link:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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