Senior Analyst Service Desk and Tech Support role

Senior Analyst Service Desk

 

Position:
Full-Time
Location: 
Onsite in Chicago
Start Date: 
ASAP
Nationality:
Any

Windows Management Experts (WME) is seeking a motivated and experienced Senior Analyst Service Desk and Tech Support Role to join one of our client companies. This position offers a dynamic environment where your skills can thrive, and you can contribute to impactful projects and drive business forward.

As a Senior Analyst at Service Desk, you’ll be the go-to problem-solver for all things technical. Your main gig? Sorting out any tech-related issues that pop up for our team and customers.

Your role is all about keeping the wheels turning smoothly. You’ll strive to make sure everyone can work without any tech hiccups getting in the way. You’ll also be the friendly face behind the screen. That said, you’ll offer top-notch customer service and guidance to users in need.

Lastly, the successful candidate will be a self-motivated individual who can work effectively in dynamic conditions and within deadlines. That said, the preferred candidate should expect to work 40 hours per week and be flexible enough to work part-time as well.

Note: The Candidate must be onsite in Downtown Chicago Tuesday through Thursday and can work remotely Monday and Wednesday.

Required Skills/Qualifications/Education:

  • A bachelor’s degree from an accredited college/university with Computer Science, Software Engineering, or Information Technology as its major coursework.
  • 5+ years of experience as an Analyst Service Desk and Tech support.
  • Seasoned problem-solver with a knack for analyzing complex technical issues.
  • Proficient in providing exceptional customer service/technical support.
  • Extensive experience in diagnosing/resolving hardware and software-related problems.
  • Strong communication skills, both verbal and written.
  • Ability to prioritize and manage multiple service desk tickets in a fast-paced environment.
  • In-depth knowledge of various operating systems, including Windows, macOS, Linux, etc.
  • Familiarity with ITIL best practices and service desk management tools.
  • Proven track record of collaborating with cross-functional teams to address technical challenges.
  • Detail-oriented mindset with a focus on delivering high-quality service support.
  • Adaptable and quick to learn new technologies and troubleshooting techniques.
  • Experience in documenting troubleshooting steps and creating knowledge base articles.
  • Ability to mentor junior team members/provide guidance on technical issues.
  • Strong organizational skills to maintain service desk records/reports.
  • Familiarity with remote desktop support tools and techniques.
  • Commitment to continuous improvement and staying updated with industry trends in IT support.

Responsibilities of the Desired Analyst Service Desk and Tech Support:

  • Serve as the primary point of contact for resolving technical issues.
  • Diagnose and troubleshoot hardware, software, and network problems promptly.
  • Prioritize service desk tickets according to urgency and impact on business operations.
  • Provide remote assistance and guidance to users for resolving technical issues.
  • Escalate unresolved issues to appropriate IT teams or vendors.
  • Document troubleshooting steps, resolutions, and workarounds.
  • Collaborate with IT teams to identify recurring technical issues.
  • Conduct root cause analysis of major incidents and contribute to problem management processes.
  • Monitor service desk performance metrics and identify areas for improvement.
  • Communicate status updates/resolution timelines to end-users and stakeholders.
  • Assist in the deployment/configuration of hardware and software systems.
  • Provide training/guidance to end-users on IT systems and tools.
  • Participate in on-call rotations to provide after-hours support for critical issues.
  • Maintain accurate records of service desk activities.
  • Stay abreast of emerging technologies and industry trends.

Core Values:

  • Integrity (Doing What’s Right)
  • Inclusion (Encouraging Diversity)
  • Teamwork (Working Together)
  • Excellence (Being Your Best)
  • Accountability (Taking Personal Responsibility)

Disclaimer:

All qualified applicants will receive due consideration for employment without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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