Service Desk Analyst

The Service Desk Analyst will provide initial telephone support, troubleshoot hardware/software and network problems, manage tickets and updates in the ServiceNow system, and escalate issues to senior staff. The role focuses on incident management, performance monitoring, and customer interaction, with support for coaching and training. The position offers a hybrid work environment, training opportunities, and potential for career progression within Crossfuze.

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: 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
• Energetic, self-starting mentality with value placed on integrity
• Strong English communication skills
• Ability to learn new technologies
• Ability to prioritize tasks and anticipate situations

Benefits

• Paid maternity and paternity leave
• Newborn, adoption and fertility assistance
• Additional PTO day
• Healthcare Plan
• Wellness subscription
• Family-friendly benefits