Chegg Inc. jobs - Global Service Desk Analyst I

Global Service Desk Analyst I 

The Organization: Chegg IT Operations 

Are you excited about working for a company that’s disrupting an entrenched industry? Chegg is revolutionizing the business of higher education. We are looking for an exceptional team player to join our Global Service Desk team. 

We’re not your typical IT team; we pride ourselves on our customer centricity, powering the productivity of Chegg employees around the globe, understanding their needs and proactively providing solutions to make their jobs easier and reduce friction throughout the organization.  

The Role: Global Service Desk Analyst I 

As a key member of the Global IT Operations team, you’ll be responsible for providing remote support for Chegg’s employees worldwide. You should have at least 2 years of experience working in a high volume global service desk / call center environment, as well as a proven ability to provide exceptional customer service while quickly solving end-user requests.

Responsibilities

• Provide tier 1 help desk support to Chegg employees around the world via ticketing, chat, phone and in-person.
• Troubleshoot hardware, software and operating system issues including Windows and MacOS.
• Leverage ServiceNow ticketing system to ensure SLAs are being met.

• Configure and troubleshoot conference room and A/V equipment.
• Manage hardware and software, including purchasing, deployment and maintenance.
• Contribute to internal Service Desk documentation.
• Assist with IT projects and implementations, as needed. 
  
  

Requirements

• Minimum 2 years of experience in IT support.
• Excellent troubleshooting and customer service skills.
• Proven knowledge of Windows and MacOS operating systems is a must.
• Deep knowledge of the Microsoft Office 365 productivity suite.

• Knowledge of Windows Active Directory and related technologies (DNS, DFS, file sharing, centralized printing, etc.)
• Ability to work independently, but also know when to ask for help/guidance.
• Working knowledge of IT security best practices.
• Ability to lift up to 40 lbs.
• Exceptional written and verbal English skills. 
  

What is Chegg?
An ‘always on’ digital learning platform.
Chegg puts students first…Everything we build in this company is student-focused, making us the leading student-first connected learning platform. Chegg strives to improve the overall return on investment in education by helping students learn more in less time and at a lower cost. This is achieved by providing students a multitude of educational tools from affordable textbook rentals to Chegg Study which supplements their learning through 24/7 tutor access, step-by-step help with questions, and more. Chegg is a publicly-held company based in Santa Clara, California and trades on the NYSE under the symbol CHGG.