Service Desk Analyst I (Remote)

  • Location: Remote United States
  • Department: Information Technology
  • Work Status: Full-time


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? 

We are Relativity. A market-leading, global tech company that equips legal and compliance professionals with a powerful platform to organize data, discover the truth, and act on it.  The US Department of Justice, 199 of the Am Law 200, and more than 329,000 enabled users 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, authentic self to our team. 

The Service Desk Analyst I – provides technical support to a mix of technical and non-technical internal customers by diagnosing, troubleshooting, repairing and debugging software and/or networked systems. They act as the first point of contact for internal users who report issues or submit requests. This position is the first line of IT customer support and requires frequent interaction with customers, providing knowledge as well as the highest level of customer service.  Frequent collaboration with more experienced team members is expected. 

This role reports to the Manager, IT Operations.

Your Role:

  • Share core service desk responsibilities, including: monitor channels for IT incidents, requests or knowledge tickets; maintain familiarity with contents of the IT service portfolio; ability to categorize, prioritize, troubleshoot, resolve or escalate tickets; follow ticket closing process for all tickets; perform communication and documentation tasks as required for major incidents; and give input with respect to general team process improvements and automation.
  • Provide the highest level of customer service when responding to incidents and requests, tracking all information appropriately, responding to service-level agreements, escalations and working to adhere to all service desk processes.
  • Respond in a timely manner to employee requests and see them through to completion.
  • Contribute to and follow knowledge base materials for consistent support of requests and issues.
  • Work with team managers to identify and recommend improvements to processes and procedures.
  • Maintain familiarity with the IT service portfolio in order to effectively support customers.
  • When interacting with customers, take initiative to provide and promote best practices.
  • Meet identified goals with respect to support metrics
  • Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, resolving and closing support tickets
  • Accurately track hours worked daily
  • Commitment to and consistent demonstration of core company values
  • Escalate work as appropriate

Your Skills:

  • 2 Year Associate Degree in Computer Science, Engineering, or a related field, or equivalent experience.
  • 1 Year Experience In a customer-facing role or equivalent education.
  • Experience supporting clients as primary point of contact using all channels.
  • Exceptional customer service, written and verbal communication skills.

Your Preferred Skills:

  • 1+ years of experience working in a technical support capacity.
  • Knowledge of general operating systems (e.g., Windows 10, OS X, iOS, Android, etc.)
  • Knowledge of general desktop hardware, software, modern browsers and networking concepts.
  • Ability to work efficiently under pressure, drive projects to completion and meet deadlines.
  • Experience using a service desk ticketing/tracking system.
  • Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.
  • Meticulous attention to detail.
  • Flexibility and the ability to adapt quickly to shifting company or team goals.
  • Ability to work independently and escalate as needed

About Relativity

Relativity is a diverse workplace 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.

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
Long-term incentive 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.

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