Senior IT Service Desk Analyst

Who you are

You are a highly skilled IT professional with a strong background in service desk operations and a passion for customer service. With several years of experience in IT support, you thrive on solving complex challenges and driving operational excellence. You possess a blend of technical depth and critical thinking skills, enabling you to mentor others and improve processes effectively. You understand the importance of collaboration and communication in a team environment, and you are committed to fostering a culture of kindness and innovation.

Desirable

Experience with ITIL frameworks or similar methodologies is a plus, as is familiarity with ticketing systems and remote support tools. You are adaptable and open to learning new technologies, which will help you stay ahead in the evolving landscape of IT services.

What you'll do

As a Senior IT Service Desk Analyst at CarGurus, you will be a key member of the Global IT Team, responsible for providing exceptional support to our employees. You will handle escalated support requests, ensuring timely resolution and maintaining high customer satisfaction. Your role will involve troubleshooting hardware and software issues, guiding users through technical problems, and documenting solutions for future reference. You will also collaborate with other IT team members to identify areas for improvement and implement best practices.

In addition to direct support, you will play a crucial role in mentoring junior team members, sharing your knowledge and expertise to help them grow in their roles. You will participate in process improvement initiatives, contributing to the overall efficiency and effectiveness of the IT service desk. Your ability to balance hands-on technical work with strategic thinking will be essential as you help shape the future of IT support at CarGurus.

What we offer

At CarGurus, we believe in a people-first culture that empowers our employees to thrive. You will have access to tools and resources that support your career growth and development. We offer a hybrid work environment, allowing you to balance your professional and personal life effectively. Join us in our mission to disrupt the automotive industry and make a meaningful impact on our customers and employees alike.