Service Desk Analyst

Job#: 3025087

Job Description:

Service Desk Analyst

If interested, please e-mail your resume directly to Jeremy at ([email protected])

Location:

Glenview, IL (Onsite Monday-Friday)

Duration: 6+ Month Contract

Rate: $25 - $28 per/hr

Description

The Level 1 Service Desk Analyst's role is to respond to service requests to enable end users the ability to accomplish business tasks. The analyst will respond to requests for systems assistance via phone or electronically; document, track and monitor problems to ensure timely resolution; diagnose and resolve business process and system issues; research questions using available information resources; advise user on appropriate action;

follow standard help desk procedures; log all help desk interactions; redirect problems to appropriate resource (escalating ticket to Tier 2 as needed); identify and escalate situations requiring urgent attention; and track/route issues/requests and document resolutions.

Responsibilities

Operational Management

* Field incoming requests to the Service Desk via telephone, walkup, and e-mail to ensure courteous, timely and effective resolution of end user issues.

* Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

* Build rapport and elicit problem details from service desk customers.

* Prioritize and schedule incident requests. Escalate incidents (when required) to the appropriately experienced technician or team.

* Record, track and document the service desk request incident-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

* Perform user account administration including password resets and profile changes.

* Perform Office 365 account licensing administration.

* Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

* Test fixes to ensure problem has been adequately resolved.

* Perform post-resolution follow ups to service requests.

* Apply diagnostic utilities to aid in troubleshooting.

* Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

* Identify and learn appropriate software and hardware used and supported by the organization.

* Evaluate documented resolutions and analyze trends for ways to prevent future problems.

* Alert management to emerging trends in incidents.

* Assist in software releases and rollouts and communication to the end users.

Position Requirements

Formal Education & Certification

* Bachelor's Degree in the field of Computer Science and/or Information Technology with 1-2 years' work experience or 5 years equivalent work experience in an IT profession.

Knowledge & Experience

* Knowledge of basic computer hardware including laptops and desktops.

* Experience with desktop operating systems, including Windows 10 and Windows 11.

* Microsoft Active Directory account administration experience.

* O365 account administration experience for Teams, SharePoint, and Exchange online services.

* Experience troubleshooting Microsoft Office, Microsoft Teams, Microsoft SharePoint support issues.

* Experience troubleshooting web-based applications and associated web browsers Internet Explorer, Mozilla Firefox, Google Chrome.

* Experience troubleshooting mobile devices including Apple and Android devices.

* Exceptional written and oral communication skills.

* Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Personal Attributes

* Exceptional customer service orientation.

* Ability to conduct research into a wide range of computing issues as required.

* Ability to absorb and retain information quickly.

* Ability to present ideas in user-friendly language.

* Highly self-motivated and directed.

* Keen attention to detail.

* Proven analytical and problem-solving abilities.

* Ability to effectively prioritize and execute tasks in a high-pressure environment.

* Experience working in a team-oriented, collaborative environment.

* Must be willing to participate in work hour rotation schedule during business hours of 7am - 5pm Central Time

* Due to the nature of work tasks, it is expected that this role will be present onsite at the clients Glenview, Il. location.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including Clearly Rated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process.  for more details.

Apex Benefits Overview:
Apex offers a range of supplemental benefits, including…