Service Desk Analyst

Responsibilities

• Take initial telephone inquiries and troubleshoot 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 in accordance with Crossfuze policy and customer requirements
• Update all tickets according to Service Level Agreements (SLAs)
• Understand and follow Crossfuze’s Delivery Process following ITIL guidelines: incident management, problem management, change management, and knowledge management
• Recognize and escalate more difficult problems
• Provide 24/7/365 support for clients; shifts may include nights, weekends, and holidays
• Maintain professional, quality interactions with customers at all times, either in office or working remotely
• Work as an effective team member with the Crossfuze team, partners, and internal staff
• Absorb and assist with coaching/ training as needed

What You Bring

• 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, Windows 11, desktop/notebook hardware, Windows Server, and general networking technologies
• Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and server hardware
• 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, both in person and remotely
• Strong English communication skills, both written and verbal
• Ability and desire to learn new technologies
• Ability to prioritize multiple tasks, anticipate situations, and take quick action
• Typing speed of 40 words per minute or faster

Benefits/Compensation

• We want our employees to make their career with Crossfuze. With an emphasis on promoting from within, we provide training and development opportunities to all employees who seek to learn and grow in their careers.
• Working options for hybrid, in-office, and remote settings dependent on the role
• Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering 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
• Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice.

Work Environment

• While performing the duties of this position, the employee will be required to work in our office in Minnetonka, MN for the first 6 months of training
• Following completion of all training tasks, the employee will be eligible to work in a hybrid setting with flexibility to work both from home and in the office
• Hourly Compensation Range: The compensation range for this position is $20 per hour. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors.