Service Desk Analyst

Role overview

Crossfuze is looking for a Service Desk Analyst to provide first-line technical support and help resolve common issues across hardware, software, and networking. The role also involves working with ticketing tools, maintaining accurate records, and supporting service delivery standards.

What you’ll do

• Answer incoming phone requests and help troubleshoot straightforward issues involving hardware, software, or network connectivity.
• Track new tickets and alerts in ServiceNow and take the appropriate next step.
• Record each customer interaction carefully and with strong attention to accuracy.
• Keep tickets updated in line with service-level commitments.
• Follow the company’s delivery approach for incident handling, problem resolution, and change management.
• Identify issues that need to be handed off and escalate more complex problems when required.
• Log customer impact, resolution actions, and priority levels according to internal policy and client expectations.
• Support incident handling, recovery activity, and performance monitoring/reporting while maintaining detailed, accurate data.
• Provide after-hours client support when needed; shifts can include evenings and weekends, but there is no on-call requirement.
• Help coach and train others as needed.
• Carry out additional tasks assigned by management.

Requirements

• Prior experience in technical support or customer service is preferred.
• A bachelor’s degree, technical degree, or relevant certifications are preferred.
• Working familiarity with technologies such as Windows 7, Windows 8, Windows 10, desktop and notebook hardware, Windows Server, and basic networking.
• Basic understanding of email platforms such as Exchange/Office 365, Active Directory, ITIL, and server hardware.
• A proactive, self-driven approach with a strong sense of integrity.
• Ability to work well with the Crossfuze team, partners, and internal staff.
• Strong written and verbal communication skills in English.
• Willingness to learn new technologies as needed.
• Ability to manage multiple priorities, anticipate issues, and act quickly.
• Typing speed of at least 40 words per minute.

Benefits

• Opportunities for training and development, with a strong focus on internal growth and promotion.
• Work arrangements may include hybrid, in-office, or remote options depending on the role.
• Support for work-life balance and family-friendly benefits.
• Paid maternity and paternity leave for both biological birth and adoption.
• Assistance for newborn, adoption, and fertility-related needs.
• An extra paid day off for mental health.
• Competitive paid time off.
• Healthcare coverage.
• 401(k) plan with employer match.
• 10 days of bereavement leave.
• Premium Calm app subscription for each employee plus five additional people chosen by the employee.

Work environment

The first 6 months of training must be completed in the Minnetonka, Minnesota office. After all training requirements are finished, the role becomes eligible for a hybrid setup with both home and office work.

Compensation

The expected pay for this position is $19.00 per hour. The final rate may vary based on factors such as experience, education, training, and location.

Equal opportunity

The employer states that hiring decisions are made without discrimination based on race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status related to public assistance, or any other protected status under applicable law.