Here at Relativity we prioritize flexibility and work-life harmony. Our Hybrid work environment provides options tailored to your role and location, aiming to enhance engagement, connectivity, and productivity.

Join us to experience a culture of collaboration and innovation, where connecting in-person adds value to our collective growth. Let's work together!

Relativity is seeking a Service Desk Analyst to join our Internal Technology (IT) department. IT’smission is to deliver technology solutions that connect, secure, and accelerate our employees and customers worldwide. Our IT team is primarily located in Chicago, USA, with a smaller team inKrakow, Poland. Our employees are based in the USA, United Kingdom, Germany, Poland, Australia,

Hong Kong, and Singapore.

As a Service Desk Analyst, you are our employee’s primary point of contact with IT. Your objective isto ensure our employees receive quality and responsive IT services, whether they work from our office or from their homes. You will receive, track, and resolve tickets while ensuring superior communication with employees. And you will enjoy hands-on experience and gain knowledge on our IT technologies so that you can tackle work of increasing complexity over time. You will ensure our processes are well-defined and documented.

You will report to a local End User Services Manager, who oversees the End User Services team in Krakow. You will work closely with another Service Desk Analyst and a System Administrator, and you will also collaborate with our sister Team in Chicago.

Your Role in Action:

Provide a welcomeand responsiveexperience toour employeeswho require ITservices.

Monitor supportchannels,promptlyrespond toand resolveuser requests, escalate (to vendors or other IT teams),if required.

Identify and classifyall service requests. Ensure they aretracked in our ticketing system.

Follow documentation to deliver on service requests and resolve issues.

Manage your workload and adhere to Service Level Agreements (SLAs).

Contribute to our knowledge base and procedural documentation. Encourage employees to use our self-service knowledge base.

Learn newtechnologies (software and hardware), and grow your skills to take on increasingly complex tasks.

Capture feedback from our employee community; identify their pain points and opportunities for us to improvement IT services; share this feedback with your IT teammates.

Prioritize, be proactive, resolve problems, follow-through, and manageparallelpriorities to ensure goals are met in a timely manner.

Thrive in a culture of professional growth, hard work, self-leadership, and empowerment.

Demonstrate consistent commitment to core company values.

Your Skills:

Min. 1yearofproviding end user supportor experience in a similar role.

Must demonstrate problem solving skills; the ability toask questions,diagnosis issues, research solutions, implement workaroundsand solutions.

Experience using IT service tracking (i.e.ticketing) tools such as ServiceNow, BMC, JIRA, Salesforce

Basic knowledge of Operating Systems (Windows 10, macOS)

Basic knowledge of mobile Operating Systems (iOS, Android)

Basic software knowledge – Microsoft 365, Chrome, Firefox, Single Sign-On Solutions (SSO) such asOkta

Basic computer hardware knowledge.

Basic experiencewithActive Directory.

Basic experience providingadministrativesupport for business applications like Salesforce.

Must demonstrate fantastic customer service skills.

Speak English proficiently

Compensation:

Compensation Relativity is committed to competitive, fair and equitable compensation practices

This position is eligible for total compensation which includes a competitive base salary, annual performance bonus target of 10%, and long-term incentives. The expected salary range for this role is between 81,000 and 99,000 gross/year (Employment Contract). The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

#LI-Hybrid

#LI-MM5

Additional Information

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.

Benefit Highlights:

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Flexible work arrangements

Two, week-long company breaks per year

Unlimited time off

Long-term incentive program

Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.