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Service Desk Analyst

Service Desk Analyst

Job Location 
Req. # 
Internal Technology
IT Service Management



At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data.


Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.



As the Service Desk Analyst I, is the first point of contact for Relativity users that contact the IT Service Desk.  The Service Desk Analyst will provide the first level support through by monitoring all input channels and handling the resulting incidents, Service Requests, using the incident management and request fulfillment processes in line with the set Service Desk objectives.  The Service Desk team works under steady direction of managers and senior team members.


  • Provide the highest level of customer service while responding to new customer incidents & requests, tracking all information in a tracking system, responding to SLA’s, escalations and working to adhere to all service desk processes for incident, request and other areas.
  • Contribute to creation of knowledge base materials for consistent support of requests and incidents
  • Seek to improve IT processes and procedures
  • Maintain familiarity with IT Service Portfolio to more effectively support customers
  • Take ownership and responsibility of issues and requests from start to resolution or fulfillment
  • Develop and maintain skills around ITIL and other Service Frameworks
  • Work with management to provide continual service improvement of our service desk processes and knowledge base


Minimum Qualifications:

  • Bachelor Degree
  • Ability to be effective in a fast-paced, changing environment managing multiple priorities
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Proven customer service skills
  • Solid communication, documentation and problem solving skills
  • Detail oriented
  • Ability to work with or without direct supervision

Preferred Qualifications:

  • Bachelor degree in Computer Science/Engineering
  • General Operating Systems knowledge - Windows 10, OS X, iOS, Android
  • 1 year of Service Desk experience in an 800+ employee environment
  • Experience using a Service Desk system
  • ITIL Foundation Certification
  • General Desktop software knowledge - Microsoft Office, modern browsers, hardware, software, and networking concepts
  • Adaptability
  • Attention to detail
  • Ability to work independently and as part of a team
  • Analytical problem solving abilities
  • Interpersonal and teamwork skills
  • Written and verbal communication skills
  • Enthusiasm for technology, systems, and customer support

About Us

Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.


If you’re ready to grow with us, we’d love to hear from you.



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