IT Service Desk Analyst

Role overview

CarGurus is hiring an IT 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'll 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) 
• Call out 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 
• Handle 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. 
• Supervise 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 ongoing 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 
• Onboarding and Offboarding of user accounts
• This is an on-site role

What you'll bring

• 2+ 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.