What are the responsibilities and job description for the Service Desk Analyst position at CBTS?
CBTS has partnered with a client in the Burbank, IL area to identify a Service Desk Analyst on a long term / ongoing position.
Role is FT / salaried only (not hourly W2) with a salary range up to 53,000
Role requires FULL ONSITE work. No remote and / or hybrid allowed, and would be a first shift M-F opportunity
Description :
In line with organization’s objectives and business needs, provide functional and technical support in Workplace Services area
Core Responsibilities Technical Support
Involved in Incident, Problem and Service Request Management.
Provide workarounds and solutions based on Service Level Objectives.
Deskside and remote support required within Factory environment.
Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
In the case of Problem Management, report / escalate issue to Service Desk Manager or Senior Service Desk Analyst.
Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
Refers more complex problems to problem managers and / or senior level.
Participate to new IM&T Service testing, deployment and stabilization.
Maintain and stays current with evolving Information technology.
Communication
Clarify tickets logged with requesters and communicate about resolution progress.
Ensure satisfactory customer service and prompt response times to the requesters.
Share her / his support knowledge with peers in the same team and maintain associated documentation
Communicate with user community to provide the status of open problems and the changes associated with new solutions
Escalate significant issues or outages to the management
Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
Information Security
Ensure security rules implementation as per the policies.
Academic Background Certification / Training in the assigned area will be an added advantage.
Professional Experience ∙ Minimum 2 years of experience in domain of expertise.
Technical Skills ∙ Extensive knowledge in domain of expertise.
Strong knowledge of Microsoft based operating systems
General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory
Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Service Desk Analyst?
Sign up to receive alerts about other jobs on the Service Desk Analyst career path by checking the boxes next to the positions that interest you.
