Help Desk Analyst
Crossfuze
- Salary
- $39k
- Location
- Minnetonka, Minnesota, United States
- Job type
- Full-time
Required skills
- Windows
- Windows Server
- Active Directory
- Exchange/Office 365
- ITIL
- Networking hardware
About the role
- 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
About Crossfuze
Provides ServiceNow implementation and managed IT services.
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