IT Service Desk Analyst
Car shopping is complicated. At CarGurus, we use data and technology to make it simple, giving people the tools they need to confidently find, buy, finance, or sell a car. The best part? Our work makes a real impact. We’re the most-visited car-shopping site in the US and we are growing fast in our international markets. Ready to come along for the ride?
CarGurus is hiring a Service Desk Analyst to join our International IT Team. We are looking for a versatile, analytical, and highly motivated Engineer who will work closely with business and IT teams for our expansion in the U.S. and overseas. The ability to be creative and have the initiative to improve processes will be a major part of your success. Your audience will be wildly multifaceted from C level executives, to engineers, to our sales team. One’s ability to collaborate and work efficiently is central to the IT Team’s focus and success.
What You will do:
- Serve as an escalation point for all complex problems, documenting their solutions in wiki articles and tickets.
- Mentor less experienced team member to help them grow
- Identify, investigate, and resolve a range of technical issues affecting business systems by exceeding target SLAs (Service Level Agreements)
- Escalate high impacting incidents where appropriate and follow up to ensure resolution
- Maintain high Customer Satisfaction (Internal) for our colleagues
- Host ‘walk-in’ sessions over Zoom and in person
- Manage change request process for the applications, verify plans and raise change requests
- Drive continuous improvements by implementing perfective measures that provide business value and enhance functional performance
- Demonstrate flexibility to cope with changing demands based on business priority.
- Monitor technology trends and makes recommendations on incorporating innovative technology into the company’s existing platforms
- Develop strong working relationships with key business members, IT project and development teams and relevant 3rd party vendors
- Support of system deployments from business and liaising with 3rd party vendors where relevant
- Ensure that emerging and on-going business requirements are accommodated by researching and reviewing new systems and applications
- Developing tools to automate daily tasks to build efficiencies for the team
- Collaborate with vendors to evaluate innovative technology that is available and make recommendations on using that technology
Who You Are:
- 4+ years of desktop engineering experience
- Associates’ Degree in MIS or similar field OR certificate programs focusing on desktop support
- Experience supporting MACs (OSX) and PCs (Windows and/or Linux) within an enterprise environment
- Expert level knowledge of diagnostic utilities, troubleshooting theory and/or complex logic expression.
- Possesses complimentary and/or specialized technical skills that are certified by accredited bodies
- Experienced working in a team-orientated and collaborative environment
- Applied best practice IT Service Management processes in the delivery and support of IT services e.g., the ITIL (Information Technology Instrument Library) best practice framework.
CarGurus Culture:
At CarGurus, we invest in our people’s professional growth with everything from learning and development programs to tuition reimbursement. Want to work on projects that expand your skill set without sacrificing your work/life balance? You got it. We also strive to provide perks and benefits that employees actually care about like free lunch, commuter subsidies, and more. That includes equity in the company—our way of showing that we want you here for the long haul.
We work hard every day to build the world’s most trusted and transparent automotive marketplace, but trust and transparency don’t just apply to our consumers. They extend to our talent, too. We aim to create a workplace where everyone feels they can bring the ultimate expression of themselves and their potential—where you don’t just fit, you thrive. We don’t discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
We recognize that flexibility plays a critical role in enabling our people to thrive in both their personal and professional lives. We currently welcome Gurus into our Cambridge, MA office on a voluntary basis but do not require employees to physically be in the office. We will adopt a hybrid working model when health experts and government officials in our local communities deem it safe to do so. Specific arrangements within this model will be up to team leaders’ discretion; we encourage you to discuss your questions and needs during the interview process.
All US CarGurus employees are required to provide proof of full vaccination against COVID-19, unless they have an approved medical or religious accommodation. This helps us to safeguard the health of our employees and their families, our customers and visitors, and the community at large.
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