Service Desk Analyst
Meet Our Team:
Pega is on the cutting edge of technology; this is your chance to get your hands-on leading technologies and solve interesting problems. As a key contributor to the Global Service Desk team, you will work in a 24/7 operating team to provide 1st level IT Hardware/Software support to all the Pega users, across the globe.
Picture Yourself at Pega:
Pega is changing the way the world builds software. In this role, you will help the Pega users resolve issues with computer hardware or software, by responding to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. You will also work closely with other IT department personnel to collaboratively work on issues reported by the Pega users. As a Service Desk analyst, you need to balance technical problem-solving, customer service, and collaboration to ensure that the users throughout the organization can access and utilize the hardware and software they need for work.
What You'll Do at Pega:
Be part of a matured and experienced Global Service Desk team, and balance technical problemsolving, customer service, and collaboration to ensure that the users throughout the organization can access and utilize the hardware and software they need for work. One of the main duties is to receive, log and manage incoming queries (Incidents/Requests) from users, either via emails, web tickets or over the phone. Focus on First contact resolution and resolve the Incidents and Requests within scope and escalate the others to the resolver teams. Focus on customer satisfaction, while interaction with the users and working on the queries. Identifying major incidents and Outages and alert the required stake holders Develop a good understanding of the process and come up with SOPs and knowledge documents Identify the trends in the incoming queries and collaborate with the other IT team.
Who You Are:
You are a Service desk analyst who is skilled in troubleshooting Windows/Mac issues, common applications and hardware issues. 2–5 years of Service Desk or Technical support process experience Bachelor’s degree in Computer Science or similar field Excellent communication skills and telephone manner. Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365 Strong troubleshooting knowledge in Mac OS. Experience in using and troubleshooting MS Office applications within a network environment (permissions, calendar sharing, delegation) You will be a self-motivated achiever who gains satisfaction from providing excellent customer service. Experience in providing support for the following: VPN, MDM, AD, Office 365, Printers, Network Ability to learn quickly and present ideas in user-friendly language.
What You've Accomplished:
Worked in an International Voice Technical Support process with 24/7 rotational shifts Been a top performer in the current team and has good knowledge of the metrics. Contributed to the betterment of existing processes by taking additional responsibilities and initiatives
Pega Offers You:
- Gartner Analyst acclaimed technology leadership across our categories of products
- Continuous learning and development opportunities
- An innovative, inclusive, agile, flexible, and fun work environment
- Competitive global benefits program inclusive ofpay + bonus incentive, employee equity in the company
Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture.
As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here.