Service Desk Analyst L1

job
  • Zones IT Solutions
Job Summary
Location
Chicago ,IL 60290
Job Type
Contract
Visa
Any Valid Visa
Salary
PayRate
Qualification
BCA
Experience
2Years - 10Years
Posted
15 Mar 2025
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Job Description

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.
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