Service Desk Analyst

| Chicago
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
The Service Desk Analyst I is the first point of contact for Relativity users that contact the IT Service Desk. The Service Desk Analyst will provide the first level support through by monitoring all input channels and handling the resulting incidents, Service Requests, using the incident management and request fulfillment processes in line with the set Service Desk objectives. The Service Desk team works under steady direction of managers and senior team members.

Role Responsibilties

  • Provide the highest level of customer service while responding to new customer incidents & requests, tracking all information in a tracking system, responding to SLAs, escalations and working to adhere to all service desk processes for incident, request and other areas.
  • Contribute to creation of knowledge base materials for consistent support of requests and incidents
  • Seek to improve IT processes and procedures
  • Maintain familiarity with IT Service Portfolio to more effectively support customers
  • Take ownership and responsibility of issues and requests from start to resolution or fulfillment
  • Develop and maintain skills around ITIL and other Service Frameworks
  • Work with management to provide continual service improvement of our service desk processes and knowledge base

Minimum Qualifications

  • Associate’s Degree in related discipline (Computer Science/Engineering preferred)
  • Minimum 1 year of experience in a customer-facing role, preferably in a Service Desk role within an 800+ employee environment
  • Able to pass the ITIL Foundations certification within the first year of employment
  • Proven customer service skills
  • Enthusiasm for technology, systems, and customer support
  • Ability to be effective in a fast-paced, changing environment managing multiple priorities
  • Self-motivated achiever with an excellent attention to detail
  • Solid communication, documentation and problem-solving skills
  • Interpersonal and teamwork skills
  • Ability to work independently and as part of a team

Preferred Qualifications

  • General Operating Systems knowledge - Windows 10, OS X, iOS, Android
  • General Desktop software knowledge - Microsoft Office, modern browsers, hardware, software, and networking concepts
  • ITIL Foundation Certification
  • Experience using a Service Desk system
  • Analytical problem-solving abilities

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. 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.

Read Full Job Description

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.
231 South LaSalle Street, Chicago, IL 60604

Insider's spotlight

What’s the vibe like in the office?

"We always have our team members in mind. We treat each other like internal customers, going above and beyond when delivering on any request. These gestures of thanks show our genuine appreciation for one another."

Jessie

Finance

How do you collaborate with other teams in the company?

"Our colleagues and customers are intelligent—we can learn from them by asking questions and digging a little deeper into the 'how and why' of our software and industry, as everyone brings something different to the table."

Danielle

Certification Team

What makes someone successful on your team?

"Being great at your job means attacking the tough problems in technology and our industry with enthusiasm, and getting satisfaction from making life better for our customers."

Dan

Product Development

What are Relativity Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year.
Paid Holidays
Perks & Discounts
Casual Dress
Stocked Kitchen
Happy Hours
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intermural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), and many more!
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.

Additional Perks + Benefits

Life and disability benefits. 18 days of paid time off and 11 paid holidays every year.

More Jobs at Relativity38 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Legal
Marketing
Operations
Product
Sales
Content
Design + UX
new
Relativity
Operations
new
Relativity
Operations
new
Relativity
Developer
new
Relativity
Sales
new
Relativity
Developer
new
Relativity
Product
new
Relativity
Marketing
new
Relativity
Operations
new
Relativity
Operations
new
Relativity
Developer
new
Relativity
Operations
new
Relativity
Developer
new
Relativity
Developer
new
Relativity
Operations
new
Relativity
Marketing
new
Relativity
Content
new
Relativity
Design + UX
new
Relativity
Developer
new
Relativity
Sales
new
Relativity
Data + Analytics
new
Relativity
Operations
new
Relativity
Data + Analytics
new
Relativity
Product
new
Relativity
Developer
new
Relativity
HR
new
Relativity
HR
new
Relativity
Operations
new
Relativity
Operations
new
Relativity
Operations
new
Relativity