Help Desk Analyst

Crossfuze • Minnetonka, MN

19h • Hybrid

About The Position

This role involves taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems. The analyst will monitor incoming tickets and alerts in the ServiceNow system, documenting all customer interactions with high attention to detail and accuracy. They will update tickets according to Service Level Agreements (SLA), understand and follow Crossfuze’s Delivery Process (incident management, problem management, and change management), and escalate more difficult problems. Responsibilities include documenting customer impact, resolution steps, and appropriate priority, as well as incident management, recovery, and performance monitoring and reporting. The role also provides after-hours support for clients, which may include nights and weekends, but has no on-call responsibilities. Assistance with coaching/training and other duties as assigned are also part of the role.

Requirements

• Experience in a technical support or customer service role preferred
• Bachelor’s degree, technical degree or certifications preferred
• 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

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

Benefits

• Training and development opportunities
• Hybrid, in-office, and remote settings dependent on the role
• Family-friendly 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 as well as 5 additional people of the employees’ choice

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees