Client: Apex Systems
Location: Glenview, IL
Duration: Long-term Contract (potential conversion permanent)
Helpdesk/Service Desk Analyst
Description
The Level 1/2 Service Desk Analyst’s role is to respond to service requests to enable end users the ability to accomplish business tasks. The analyst will respond to requests for systems assistance via phone or electronically; document, track and monitor problems to ensure timely resolution; diagnose and resolve business process and system issues; research questions using available information resources; advise user on appropriate action; follow standard help desk procedures; log all help desk interactions; redirect problems to appropriate resource (escalating ticket as needed); identify and escalate situations requiring urgent attention; and track/route issues/requests and document resolutions.
Responsibilities
Operational Management
- Field incoming requests to the Service Desk via telephone, walkup, and e-mail to ensure courteous, timely and effective resolution of end user issues.
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Build rapport and elicit problem details from service desk customers.
- Prioritize and schedule incident requests. Escalate incidents (when required) to the appropriately experienced technician or team.
- Record, track and document the service desk request incident-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Perform user account administration including password resets, and profile changes.
- Perform Office 365 account licensing administration.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow ups to service requests.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Alert management to emerging trends in incidents.
- Assist in software releases and roll-outs and communication to the end users.
Position Requirements
Formal Education & Certification
- College diploma or university degree in the field of Computer Science and/or Information Technology or 1-3 years equivalent work experience.
Knowledge & Experience
- Knowledge of basic computer hardware including laptops and desktops.
- Experience with desktop operating systems, including Windows 7 and Windows 10.
- Microsoft Active Directory account administration experience.
- O365 account administration experience for Skype, SharePoint, and Exchange online services.
- Experience troubleshooting Microsoft Office, Microsoft Skype, Microsoft SharePoint support issues.
- Experience troubleshooting web based applications and associated web browsers Internet Explorer, Mozilla Firefox, Google Chrome.
- Experience troubleshooting mobile devices including Apple and Android devices.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Personal Attributes
- Exceptional customer service orientation.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Must be willing to participate in work hour rotation schedule during business hours of 7am - 6pm Central Time
- Due to the nature of work tasks, it is expected that this role will be present onsite at the clients Glenview, IL location.
