Service Desk Analyst (P523)

The Service Desk Analyst is responsible for providing a single point of contact for all IT-related user inquiries and issues, both internally developed or acquired. The goal is to simplify and improve the experiences of our external customers and internal associates. 

Specifics 

This role will be responsible for, but not limited to the following: 

• Installing and configuring Windows computers through Microsoft Systems Center Configuration Manager (SCCM) and Intune. 

• Setting up macOS systems utilizing Jamf Pro. 

• Providing on-site assistance at our Support Bar, with our Service Desk Manager organizing coverage schedules to guarantee availability and excellent customer service. 

• Helping customers with the relocation of their in-office IT (Information Technology) equipment. 

• Troubleshooting issues and replacing consumables for multi-function printers. 

• Offering initial IT introduction for new employees in person, or via telephone or Teams call. 

• Delivering first and second-line technical support for the MS (Microsoft) suite of products, laptops, mobile devices, printers, and A/V systems. 

• Performing preliminary troubleshooting and resolution and maintaining follow-up procedures to ensure challenges are addressed swiftly for escalations. 

• Contributing to the evolution of our ServiceNow capabilities and expanding the Service catalog, Knowledge Base, FAQs, and regularly training new Service Desk Analysts on problem-solving techniques. 

• Prioritizing calls by urgency/impact on the business, delegating them to internal teams, and pursuing follow-up actions to meet SLA (Service Level Agreements) objectives and adhere to escalation protocols. 

• Maintaining high work standards, meeting our enterprise SLA goals, and collaboratively ensuring team benchmarks are met. 

• Assess customer satisfaction surveys and identify areas of improvement. 

• Keeping an eye out for potential issues in our environment and reporting any findings, as necessary. 

• In collaboration with colleagues, maintaining all documentation and keeping the CMDB current. 

• Analyzing weekly changes to accurately link reoccurring incidents and changes. 

• Being cooperative, committed to providing outstanding customer service consistently. 

• Displaying a strong commitment to work, customer success in IT utilization, and striving for high customer contentment. 

Qualifying Experience & Skills 

Essential: 

• Over three years of experience in Help Desk support, demonstrating quick and effective technical assistance within a fast-paced corporate setting. 

• Comprehensive understanding of computer hardware, software, and various operating systems (Windows, macOS, and Linux). 

• Skilled in diagnosing and fixing technical problems. 

• Strong analytical abilities with emphasis on logical reasoning and issue resolution. 

• Experienced with the use of Help Desk ticketing platforms and customer support applications. 

• Commitment to providing exceptional customer service with politeness and efficiency. 

• Proficient in offering both face-to-face and remote assistance. 

• Outstanding written and oral communication capabilities. 

• Capable of autonomous work as well as collaborating with a compact team. 

• Strong technical aptitude with a commitment to continuous learning and staying abreast of technological advancements and internal changes. 

• Knowledgeable in ITIL methodologies. 

• Experience with managing macOS within an enterprise framework using JAMF. 

• Experience with Windows OS (Operating System) management in corporate contexts and utilization of Microsoft SCCM and Intune. 

• In-depth expertise in the use of Microsoft 365 / Office 365 suite. 

• Qualified in supporting collaborative platforms like Microsoft Teams, Mural, Microsoft Teams Room technology, Surface Hubs, among others. 

• Practical knowledge of LAN/WAN network infrastructures. 

Desirable: 

• Proficient in providing support for a range of audio/visual systems encompassing codecs, controllers, touch panels, and Biamp systems, alongside expertise with microphones, speakers, and the transmission processes of audio/video equipment. 

Work Schedule: 

Monday through Friday, standard business hours. 

 Work Location: 

Based at the Chicago office for 5 days weekly. Working from home is possible for up to one day every other week, subject to company policy and depending on workload and performance.