-
ID
#12267830 -
Job type
Permanent -
Salary
$55,000 - $61,000 -
Source
ESPO Engineering Corp -
Date
2021-04-08 -
Deadline
2021-06-07
Service Desk Analyst
Illinois, Chicago, 60290 Chicago USAPermanent
Vacancy expired!
- Assists users to resolve computer-related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
- Hardware Support functions include, but are not limited to, end-user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network, and device troubleshooting.
- Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within Sidley's environment or otherwise approved for installation.
- Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
- Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures.
- Meet and exceed team and individual performance standards including abandon rate, first call resolution, and SLAs.
- Execute basic and routine systems administration tasks (e.g., password administration and print queue management).
- Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.
- Assist with projects such as hardware or software upgrades and on-boarding of large groups.
- Perform other duties as required.
- BA/BS degree or equivalent work experience
- A minimum of 2 years of experience providing direct and exceptional user support in a high-performance culture
- A minimum of 2 years of experience supporting Windows-based computers, including Microsoft Windows 10
- A minimum of 2 years of experience supporting Smartphones, e.g., iPhone, Android
- A minimum of 1yearof experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix
- Experience with Citrix and legal-specific applications
- ITIL and Microsoft Office Application certifications
- Experience using and supporting Adobe Acrobat, iManage Document Management Solutions, Avaya Telephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operating systems with SCCM
- Ability to type 40 or higher wpm
Vacancy expired!
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