Position: Service Desk Analyst
Location: Addison, IL (Hybrid)
Duration: Full time hire Description Service Desk Support Analystto assist with managing incidents, service requests and communication for our internal employees. This position will help our employees to improve our user experience and optimize user productivity. A successful candidate must be customer focused, be a strong problem solver and an effective communicator in a fast-paced environment.
Responsibilities
Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, telephone or in person.
Creating incidents and service requests on behalf of customers.
Apply enterprise service desk standards for accurate prioritization, categorization, and communication of incidents.
Triage incidents accordingly and bringing them to a resolution in accordance with established enterprise service desk SLA’s.
Managing ticket queue backlog in Jira and working to improve efficiency to improve incident response and resolution.
Execute provisioning activities associated with onboarding and off boarding employees.
Diagnose and resolve incidents for diverse environment of hardware, software, and applications platforms.
Experience participating on IT project teams
Participate in complex, specialized technical investigations to determine system and design standards and performance parameters for new products, platforms and associated network technologies, software, and systems.
Administration of all computer hardware and software procurement.
Contribute to the development of knowledge base information to improve self-service portal
Required Experience:
3-5 years of relevant experience
Hands on Experience with the Help desk functions, such as Active Directory, Hardware (Laptops, phones, printers, and desktops), Software installation, Windows 10.
Experience with Office 365 products.
Experience with Installing printers, scanners, and other network devices/support.
Experience supporting and administering Microsoft stack of products, CRM and ERP environments
Level I support of CRM applications and ERP platforms.
Experience working in highly diverse product environments
Preferably experience with ITIL Service Desk best practices
Preferably experience in Distribution and/or Manufacturing
ERP Administrator/Operator experience a plus
Demonstrate ability to learn new application platforms
Advanced collaboration, communication, and interpersonal skills