Service Desk Operations Analyst

What you'll do as the Service Desk Operations Analyst:

1. Diagnose and resolve technical issues, guiding users through step-by-step solutions, and escalate complex problems to higher-level support teams if necessary.
2. Track and document all reported incidents, prioritizing them based on urgency and impact, and ensuring timely resolution. This involves analyzing and categorizing incidents, following established procedures for troubleshooting.
3. Investigate recurring or major incidents to identify root causes and work on permanent resolutions. This includes performing trend analysis, collaborating with other IT teams to implement preventive measures, and maintaining a knowledge base of known issues and their solutions.
4. Monitor problem trends to identify and address potential issues proactively. This involves using monitoring tools, responding to alerts, and taking appropriate actions to minimize system downtime or performance issues.
5. Create user guides, knowledge base articles, and frequently asked questions (FAQs) to empower end-users and promote self-service.
6. Track asset lifecycles, coordinating procurement and disposal processes, and ensuring compliance with licensing agreements.
7. Collaborate with cross-functional teams to implement changes, track metrics, and report on service desk performance.
8. Enforce data protection measures, user access controls, and adherence to service level agreements (SLAs).
9. Collaborate with other IT teams, such as network administrators, system administrators, and application developers, to resolve issues and provide seamless support. 
10. Actively participate in knowledge sharing sessions, team meetings, and professional development activities.

What you'll bring to the role:

1. Bachelor's degree in computer science, software engineering, information systems or a related field.
2. 1-2 years of relevant experience in Service Desk Operations , data analysis, metric based reporting
3. Strong Knowledge and understanding of software development principles, methodologies, and best practices, such as Agile, DevOps, and ITIL.
4. Strong communication skills, with the ability to convey ideas and collaborate effectively with other team members, stakeholders, and clients.
5. Experience in troubleshooting workflows, data, integrations is a plus.
6. Strong problem-solving skills and attention to detail.

Achieve well-being with:

• 401 (k) with employer match
• Medical, dental, and vision with HSA and FSA
• Competitive vacation and sick time off, as well as dedicated volunteer days
• Access to wellness support through Employee Assistance Program, Virgin Pulse, Talkspace, and fitness discounts
• Up to $5,250 paid back to you on eligible education expenses
• Pet care discount for your furry family members
• Financial support in times of hardship with our Achieve Care Fund
• A safe place to connect with other employees through our six employee resource groups

Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve’s Talent Acquisition leader.

All your information will be kept confidential according to EEO guidelines.

#LI-KM1

Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and an empathetic touch. We put people first and treat them like humans, not account numbers.