Job Details | Service Desk Support Analyst

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Confidential

Location: GenevaIL 60134 Document ID: AB143-3XI5 Posted on: 2017-04-1404/14/2017 Job Type: Regular

Job Schedule:Full-time
Minimum Education: Not Specified2017-05-14
 

Service Desk Support Analyst

SERVICE DESK SUPPORT ANALYST

PURPOSE:
Responsible for maintaining a Service Desk Support. Developing knowledge of organization’s software standards and incorporate into the Service Desk function to support the Information Technology user base of 120 employees. This position will also assist and develop software-training agendas in conjunction with Information Technology management. In addition, procedures and policies pertaining to Information Technology will be maintained by this position. This position reports to the Director of Information Technology.

PRINCIPAL ACCOUNTABILITIES:

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Determines root cause by hardware such, Printer, PC, Cables, Telephone, Cell Phone.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff support.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Prepares standard statistical reports, such as Service Desk incident reports.
  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
  • Consults with Information Technology staff to explain software errors or to recommend changes to hardware or software.
  • Calls software and hardware vendors to request service regarding defective products.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Writes or revises Information Technology user training manuals, procedures and policies.
  • Develops training materials such as exercises and visual displays.
  • Trains users on software and hardware on-site or in classroom.

MAIN WORKING RELATIONSHIPS:
All departments that use Information Technology services or equipment consultants, Software vendors, and various customers’ use of PC’s.  Incumbent must keep abreast of hardware and software enhancements through various media outlets etc.

PROBLEM-SOLVING/COMPLEXITY:
Must demonstrate strong customer service ability. Must have familiarity and understanding of software applications maintained in order to analyze and resolve system problems. Must have a basic understanding of business operations, procedures and workflows. Must be able to work in a team environment and be able to communicate with the user concerning systems and software. Must be able to meet deadlines while working on multiple projects simultaneously.  Must be able to communicate with users to understand and accommodate their requirements within a PC network environment.

DECISION-MAKING AUTHORITY:
In conjunction with senior IT management, make technical recommendations for hardware/software requirements or changes and their effect upon users and other applications. 

KNOWLEDGE/EXPERIENCE/SKILLS REQUIRED:

  • Strong understanding of network applications and how they are integrated.
  • Strong knowledge of Windows 7 -10 and the Network connectivity of Windows.
  • Strong ability to analyze, resolve problems / issues in a PC Network with PC’s, Printers, Print Servers, and other peripheral devices.  
  • Ability to interact with users to understand needs and develop training agendas based on this knowledge.
  • Good Training and Facilitation skills.
  • Knowledge of Outlook, Skype for Business, Word Excel, Internet e-mail systems etc.
  • Self-Starter

EXPERIENCE REQUIRED:

  • Minimum 2-3+ years’ experience working in a Service Desk environment.
  • Demonstrated fanatical support abilities
     
  • Demonstrated strong troubleshooting skills.
  • Familiarity with Microsoft Products.
  • Excellent communication skills.
  • Degree in Computer Science or equivalent experience

Nice to Have:
MS Navision or MS Dynamics NAV

TO APPLY:
If you meet the qualifications outlined above please email your resume, cover letter and salary requirements to bakkenj74@gmail.com

     
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