Overview
Are you looking for a hybrid or remote work opportunity? Are you ready for a workplace that provides benefits that suit your needs? Do you seek a workplace where you grow and transform your career?
The Service Desk Analyst I is the first contact for employees that contact the IT Service Desk. You will provide first level support by monitoring all input channels and handling the resulting incidents and service requests, using the incident management and request fulfillment processes following the set Service Desk goals. The Service Deskteam works under steady direction of managers and senior team members.
Your Role in Action

• Provide exceptional customer service while responding to new customer incidents and requests, tracking all information in a tracking system, responding to Service level agreements, escalations and working to follow all service desk processes for incident, request and other areas.
• Contribute to creation of knowledge base articles and training materials for support of requests and incidents
• Want to improve IT processes
• Learn about the IT Service Portfolio and escalation matrix to support customers
• Take ownership and responsibility of issues and requests from start to resolution or fulfillment
• Develop skills around ITIL and other Service Frameworks
• Work with management to provide service improvement of our service desk processes and knowledge base

Your Skills

• General Operating Systems knowledge - Windows 10, OS X, iOS, Android
• 1 year of Service Desk experience in an 800+ employee environment
• Experience using a Service Desk system
• ITIL Foundation Certification
• General IT knowledge - modern browsers, hardware, software, and networking concepts
• Enthusiasm for technology, systems, and customer support

About Relativity
Relativity is a team of passionate people always looking to grow and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences-and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.
So, please come as you are. We can't wait to meet you.
Benefit Highlights:
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
Unlimited time off
Equity program
Training investment program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.