Service Desk Analyst

Location: Chicago, IL
Date Posted: 07-27-2015
Job Title: Service Desk Analyst - 7:00 a.m. to 4:00 p.m.
Location: US-IL-Chicago
 The Service Desk Analyst is responsible for providing high quality customer service interactions with the firms end user population via the telephone and email.
  • Accept and log user calls (in the IT Incident Management System) and provide resolutions (utilizing the IT Knowledge Base) to users by telephone, email, or remote tools in accordance with defined service standards.
  • Escalate calls (as necessary) to Level II and Level III IT staff, or authorized contractors to resolve problems and/or execute user requests according to published escalation procedures.
  • Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
  • Notify the initiator of user inquiries and requests of status (general updates, action plans, next steps, and closure) based on escalation and notification procedures.
  • Meet team and individual performance standards as defined by the Service Desk Manager
  • Execute basic and routine systems administration tasks (e.g., password administration and print queue management) 
  • Install approved applications utilizing defined standards.
  • Other duties as reasonably assigned in balance with ongoing call and ticket volumes.
To perform this job successfully, an individual must be able to perform the Duties and Responsibilities above satisfactorily and meet the requirements below.  Love what you're doing and take ownership for your work and Profession, The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.  Employees or applicants who need an accommodation should contact Human Resources. 
Education and/or Experience:
  • BA/BS degree or equivalent work experience
  • Proven success supporting technology and delivering high quality customer service
  • Proficiency with Microsoft Office
  • Experience with Windows compatible personal computers, and Microsoft Windows XP/Win7
  • Citrix and legal specific applications
  • Microsoft Office 2007 certifications
  • Experience trouble shooting Android, Apple, and BlackBerry devices
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