Service Desk Analyst

What is Calendly?

Calendly takes the work out of scheduling so our customers have more time to work on what’s really important. Our software is used by millions of people worldwide—with thousands more signing up every day. To maintain this exciting growth, we’re looking for top talent to join our team and help shape the future of our product.

Why join Calendly’s Operations team?

Calendly's IT team is rapidly growing and we have a need for an Service Delivery Analyst. The Service Delivery Analyst will work as a member of the Service Delivery Team and interact closely with other areas of IT, such as Knowledge Management, Systems Administration, Procurement, and Project Management, in addition to a variety of business units. This position will be responsible for identifying and mitigating threats by leveraging technology and security tools across the enterprise, in addition to assisting with the development and implementation of security initiatives.

What are some of the high impact opportunities you’ll tackle?

• Perform daily monitoring and administration of ticket queues
• Responsible for work scheduling, team training and new hire onboarding
• Oversee access provisioning and deprovisioning processes
• Responsible for tracking Service Desk Technician performance based on ITSM reports
• Participate in planning and development of new processes
• Work with management to assess existing processes to identify opportunities for improvement
• Communicate directly with internal customers via phone, chat and email
• Identify and diagnose issues and problems
• Collaborate with team members across our IT Department
• Drive resolution of all incident and support requests assigned
• Assist junior team members with their requests
• Actively monitor and manage SLAs, for you and the team, in our case management tool
• Follow up with users on support cases, provide feedback and see problems through to resolution
• Clearly communicate with executives and/or wide portions of the business as required
• Research problems and identify trends to strategically address IT needs
• Participate in after hours work as required
• Participate in the IT Change Management process, where required
• Develop communication channels with the leaders in the organization to ensure successful IT delivery
• Perform as a leader, across the organization
• Collaborate with other teams and work on cross team projects

This opportunity is for you if you have/are:

• 3+ years of technical experience in desktop / laptop support activities
• 3+ years of experience in providing customer support in an IT/technical capacity remotely via phone
• Experience installing, configuring, administering and maintaining corporate desktop work environments, including desktop, phone, MS Windows and desktop peripherals
• MacOS experience preferred
• Experience with MDM technologies like JAMF, Kanji or AirWatch is preferred
• Experience managing G Suite, Slack, any password manager, and Confluence products is a plus
• Experience with Executive Support and the needs of High-Level team members
• Occasionally travel
• Strong organizational and planning skills
• Works well with a team
• Excellent customer service skills
• Excellent written and verbal communication
• Strong troubleshooting skills
• Preferred time zone is Pacific Standard or Mountain Standard to be support business needs
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at [email protected] .

Calendly is registered as an employer in many, but not all, states. If you are located in Alaska, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, and West Virginia, you will not be eligible for employment. Note that all individual roles will specify location eligibility.

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Candidates residing in California may visit our Notice at Collection for California Candidates here: Notice at Collection

Compensation is based on a variety of factors including but not limited to location, experience, and job-related skills. In addition, Calendly offers a wide range of best in class total rewards. This includes comprehensive employee benefits like healthcare, dental, vision, parental leave, 401(k) match, paid time off, and much more. At Calendly we believe exceptional performance deserves exceptional rewards! During the hiring process, we are committed to sharing details about the compensation range for the position, enabling you to make an informed decision.

Please note that the compensation details listed in role postings reflect the base salary only, and do not include bonus/commission, equity, or benefits.