What are the responsibilities and job description for the SERVICE DESK ANALYST L1 position at Zones IT Solutions?
Description
Position Overview:Term: 6 Months
Location: onsite in Oak Brook, IL, 60523
Hours: Mon-Friday 8-5pm
Pay: up to $25/hr
What you'll do as the Service Desk AnalystThe requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position Overview:Term: 6 Months
Location: onsite in Oak Brook, IL, 60523
Hours: Mon-Friday 8-5pm
Pay: up to $25/hr
What you'll do as the Service Desk AnalystThe requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
- Incident Management: Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
- Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
- Escalation: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
- Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
- Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
- Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
- Documentation: Document solutions and procedures for future reference and improve operational processes.
- Compliance: Adhere to company policies and procedures, including data protection and security guidelines.
- Education: High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A , ITIL Foundation) are a plus.
- Experience: Previous experience in a customer service or technical support role is preferred, but not required.
- Technical Skills: Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals.
- Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Demonstrated ability to troubleshoot and resolve technical issues effectively.
- Customer Focus: Commitment to providing excellent customer service and maintaining positive client relationships.
- Teamwork: Ability to work well in a team environment and collaborate with colleagues and other departments.
Salary : $25
