service desk analyst New York, NY
Job description
We are looking for growth-minded IT professionals to support our internal employees and our external partners. The ideal candidate possesses an enthusiastic personality capable of thriving in a fast-paced dynamic environment, focused on providing excellent customer service, has experience troubleshooting technical issues, and wants to start their next career in an advanced technology company.
What you'll do:
- Apply customer service methodologies and technical knowledge to assist clients with computer and system issues
- Listen and seek to fully understand client requests to exceed expectations of service
- Ensure response times are quick and effective to appropriately resolve requests
- Track and document all reported issues and requests in a ticketing system
- Make changes or additions to the knowledge base as needed
- Communicate status updates to appropriate stakeholders
- Follow up with clients when the issue has been resolved and documents the steps taken in the ticketing system
- Complete projects and tasks as assigned by management
- Identify and recommend solutions to improve IT functions or processes
- Support local airport operations on the ground as needed or required by the business. This may include hands-on troubleshooting in some situations in partnership with other technology teams
How you'll measure success:
- First Call Resolution Rate - Percentage of user issues resolved on the first interaction with the Service Desk
- Resolution Time - Also known as average handle time, this important metric tells us how long an end user must wait for their issue to be resolved, a very important aspect of the overall customer experience.
- Created to Resolved rate - % of tickets created vs. tickets completed
- Agent Utilization - % of time logged in and available or working incoming inquiries
What you're great at:
- 2+ years of applicable experience, including in-person and remote experience in a customer service-focused technical environment
- Demonstrated success in providing exceptional service to internal and external customers
- Strong communicator with exceptional ability to interact with technical and non-technical end-users
- Ability to execute flawlessly in a rapid-paced environment with multiple priorities
- Technical knowledge of network infrastructure setup, maintenance, and troubleshooting - Cisco/Meraki preferred
- Demonstrates strong problem-solving capabilities
- Highly detail-oriented
- Works well under pressure
- Self-starter with an "owners mentality"
- Ability to work any time, weekends/holidays/on-call - We are a 24/7/365 operation
- MacOS and Windows system knowledge
- A+, Net+ or equivalent is desirable
- Windows Active Directory (User Management/Administration/Group Policy)
- PDQ, GSuite, OKTA, Zendesk, Duo-Mobile, PagerDuty, Slack experience a plus
How You'll be Rewarded:
At CLEAR we help YOU move forward - because when you're at your best, we're at our best. You'll work with talented team members who are motivated by our mission of making experiences safer and easier. In our offices, you'll enjoy benefits like meals and snacks. We invest in your well-being and learning & development with our stipend and reimbursement programs.
We offer holistic total rewards, including comprehensive healthcare plans, family building benefits (fertility and adoption/surrogacy support), flexible time off, free OneMedical memberships for you and your dependents, and a 401(k) retirement plan with employer match. This is an hourly position with a base salary range of $20-25/ hour, depending on levels of skills and experience.
The base salary range represents the low and high end of CLEAR's salary range for this position. Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience and performance. The range listed is just one component of CLEAR's total compensation package for employees and other rewards may include annual bonuses, commission, Restricted Stock Units
About CLEAR
Have you ever had that green-light feeling? When you hit every green light and the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 15+ million passionate members and hundreds of partners around the world, CLEAR's identity platform is transforming the way people live, work, and travel. Whether it's at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, and more seamless experiences - making them all feel like magic.
