Service Desk Analyst II

  • Location: Chicago
  • Department: Internal Technology
  • Work Status: Full-time

Overview

We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it.  The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.

The Service Desk Analyst II is the first point of contact for Relativity employees contacting the IT Service Desk. This individual will provide level 1 support by monitoring input channels and handling the resulting incidents, service requests, and knowledge questions. The Service Desk team works under steady direction of managers and senior team members using established incident/problem management and request fulfillment processes using the ITIL and other frameworks and methodologies.   

Role Responsibilities

  • Resolves requests or incidents, and answers questions within SLAs while providing the highest level of customer service 
  • Follows company established approval processes for access to applications, including the understanding of licensing to software
  • Contributes to knowledgebase according to standards set by ITSM team 
  • Proactively manages level 1 backlog to meet and exceed customer service levels 
  • Proactively recommends solutions, processes, and capabilities that will improve the user experience, enable user productivity, optimize or automate processes 
  • Ensures complex requests are escalated to proper squads 
  • Ensures all work is thoroughly documented in the appropriate format (tickets, knowledgebase, etc.) 
  • Shares in core Service Desk responsibilities which include: monitoring all channels for IT incident, request or knowledge tickets, familiarity with contents of the IT Service Portfolio, ability to categorize, prioritize, troubleshoot, resolve or escalate all non-Salesforce tickets, follow ticket closing process for all tickets, perform communication and documentation tasks as required for Major Incidents, keep current on ITIL and other utilized service related frameworks/methodologies, and give input as to general team process improvements and automation.

Minimum Qualifications

  • Associate degree in related discipline (Computer Science/Engineering preferred) 
  • Minimum 2 years of customer-facing experience, preferably in a Service Desk role within an 800+ employee environment
  • General knowledge in 2 or more of the following: Desktop Support Technology, Cloud based application support and usage, Salesforce, JIRA, Confluence, Workday, infrastructure, networking, project management, or BA or in-depth knowledge in one of these areas 
  • General Desktop software knowledge - Microsoft Office, modern browsers, hardware, software, and networking concepts 
  • General employee productivity software/tool knowledge - Lucidchart, Surface Hub 
  • Proven customer focus and service skills with an enthusiasm for technology 
  • Ability to be effective in a fast-paced, changing environment managing multiple priorities 
  • Excellent written/verbal communication, technical documentation and problem-solving skills 
  • Self-motivated achiever with an excellent attention to detail 
  • Great Interpersonal and teamwork skills 
  • Ability to work independently and as part of a team

Preferred Qualifications

  • Previous experience using a Service Management system
  • ITIL Foundation Certification as well as 1 or more of the following certifications: ITIL Intermediate Lifecycle, ITIL Capability modules, ITIL Practitioner Certifications, Other frameworks like Six Sigma for Service
  • General Operating Systems knowledge - Windows 10, OS X, iOS, Android 

About Relativity

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.   We understand career choices are a big decision, and we thank you for considering Relativity.   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.

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