Service Desk Analyst I

Chewy • Plantation, FL

156d • Remote

About The Position

Chewy is seeking a highly motivated, customer focused Service Desk Analyst I to join the IT Service Desk team located Plantation, FL! Our Service Desk team is like no other, providing unbeatable five-star customer service and support to all internal customers while proactively addressing issues and queries, ensuring 100% internal customer satisfaction every time! The Service Desk Analyst serves a fundamental role in driving and maintaining successful first-time resolutions, responding to and resolving customer issues, problems and queries relating to IT systems used throughout the organization. This position is responsible for taking receipt of service desk support requests (primarily telephone but also email, written and in person) and logging them, either for first time resolution by the Service Desk Analyst or for escalation to other specialized areas of the IT Department. You will own requests and incidents ensuring resolution and customer satisfaction prioritizing them in accordance with procedures and SLAs (Service Level Agreements) currently in operation. This is an excellent opportunity for someone who wants to be part of an invigorating, dynamic and successful IT organization.

Requirements

• Previous experience providing technical support in a fast-paced environment
• Experience with enterprise ticketing systems
• 1+ year service desk experience
• Functional knowledge of Microsoft Active Directory and Windows OS
• Competency in MS Office Suite
• Mac support experience
• Strong documentation skills and attention to detail
• Ability to work well with others and contribute to team values and rapport-building across the organization
• Effective prioritization skills and the ability to execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• The ability to work flexible schedules, including weekday, weekend, day shift, night shift, and potentially overnight shifts is required

Nice To Haves

• CompTIA A+ preferred
• ITIL Certification preferred
• AirWatch, Intune, JAMF experience is a plus

Responsibilities

• Handle lengthy calls
• Action any project items assigned to the analyst
• Tag tickets with relevant categories for FCR improvements
• Solve advanced software and hardware issues via phone and resolve upon first contact, when possible
• Fully document all cases in our ticketing system and escalate to appropriate resolver groups
• Monitor the progress of requests and ensure that customers and other interested parties are kept informed
• Perform basic support functions such as password resets, unlocking accounts and AD group changes
• Provide 'how to' assistance on all internally supported devices, applications and systems
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance to service-level-agreements, and follow up on incidents when appropriate
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides

Benefits

• Flexible/WFH Position
• 6 Paid holidays
• Medical, dental, and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Number of Employees: 5,001-10,000 employees