Description

Position Overview:

Term: 6 Months
Location: onsite in Oak Brook, IL, 60523
Hours: Mon-Friday 8-5pm
Pay: up to $25/hr

What you'll do as the Service Desk Analyst

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
• Incident Management: Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
• Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
• Escalation: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
• Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
• Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
• Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
• Documentation: Document solutions and procedures for future reference and improve operational processes.
• Compliance: Adhere to company policies and procedures, including data protection and security guidelines.

What you'll bring to the table:

• Education: High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Experience: Previous experience in a customer service or technical support role is preferred, but not required.
• Technical Skills: Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals.
• Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Demonstrated ability to troubleshoot and resolve technical issues effectively.
• Customer Focus: Commitment to providing excellent customer service and maintaining positive client relationships.
• Teamwork: Ability to work well in a team environment and collaborate with colleagues and other departments.