CBTS has partnered with a client in the Burbank, IL area to identify a Service Desk Analyst on a long term/ongoing position.

*Role is FT/salaried only (not hourly W2) with a salary range up to 53,000*

*Role requires FULL ONSITE work. No remote and/or hybrid allowed, and would be a first shift M-F opportunity*

Description:

In line with organization’s objectives and business needs, provide functional and technical support in Workplace Services area

Core Responsibilities Technical Support

? Involved in Incident, Problem and Service Request Management.

? Provide workarounds and solutions based on Service Level Objectives.

? Deskside and remote support required within Factory environment.

? Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners

? In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.

? Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.

? Refers more complex problems to problem managers and/or senior level.

? Participate to new IM&T Service testing, deployment and stabilization.

? Maintain and stays current with evolving Information technology.

Communication

? Clarify tickets logged with requesters and communicate about resolution progress.

? Ensure satisfactory customer service and prompt response times to the requesters.

? Share her/his support knowledge with peers in the same team and maintain associated documentation

? Communicate with user community to provide the status of open problems and the changes associated with new solutions

? Escalate significant issues or outages to the management

? Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Information Security

? Ensure security rules implementation as per the policies.

Academic Background Certification/Training in the assigned area will be an added advantage.

Professional Experience · Minimum 2 years of experience in domain of expertise.

Technical Skills · Extensive knowledge in domain of expertise.

? Strong knowledge of Microsoft based operating systems

? General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory

? Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)