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Global IT Service Desk Analyst in Chicago, IL at Interactive Business Systems

Date Posted: 8/9/2018

Job Snapshot

Job Description

The IT Service Desk is responsible for providing premium support staff and administrative personnel in regards to technology-related issues and requests.

        Fielding Service Desk calls; resolving problems upon first contact and referring advanced problems and requests to the appropriate technicians.

        Tracking customer calls and recording detailed and accurate information in Service Desk issue tracking system in a timely manner.

        Monitoring tickets entered into the Service Desk issue tracking system; following up with referral technician and contacting user after resolution for quality control purposes.

        Fulfilling customer requests in timely and highly customer-service oriented manner.

        Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for callers.

        Following Policies, Standards, Procedures and Guidelines in delivering service to the users.       

      Handling other tasks and projects as required for supporting the overall operations of the Service Desk.

Qualifications & Requirements

        Excellent judgment in assessing user issue; intermediate trouble-shooting methodology.

        Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation and follow-through to ensure resolution

        Intermediate proficiency in core application suite.

        Intermediate problem /PC troubleshooting skills.

        Proficient in remote support.

        Professional phone and written communications.

        Adheres to use of call ticketing system for each and every incident

        Understands and follows ticket ownership guidelines and system usage.

        Solid ability to research information through internal and external sources.

        Demonstrates the willingness and ability to help other team members on difficult issues.