Service Desk Analyst

Crossfuze is a company that focuses on providing excellent service and support to its clients. They are seeking a Service Desk Analyst to handle initial inquiries, troubleshoot technical issues, and manage ticketing in the ServiceNow system while adhering to Service Level Agreements. 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 Skills Experience in a technical support or customer service role Bachelor's degree, technical degree or certifications 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 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 Company Overview Crossfuze is a provider of consulting, design, implementation services, and resale of the ServiceNow® technology platform. It was founded in 2000, and is headquartered in Buffalo, New York, USA, with a workforce of 501-1000 employees. Its website is