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    Service Desk Analyst - Chicago, United States - TEKsystems

    TEKsystems
    TEKsystems Chicago, United States

    3 weeks ago

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    Contract
    Description

    Are you in interested in a exciting opportunity in IT? our client in Chicago, IL is looking to add a new resource to their growing IT team right now. This is a great opportunity to join a global IT team and expand your IT skills.

    Additional Skills & Qualifications:

    2-3 years' experience in Call Center/Help Desk or Desktop Support

    Speaks Spanish

    ticketing system experience

    Description:


    • 1st Level Support

    o 1st point of contact for users seeking assistance with the IT platform

    o Perform remote troubleshooting through diagnostic and pertinent questions

    o Determine the best solution based on the issue and details provided by user

    o Walk users through problem solving process

    o Direct unresolved issues to 2nd and 3rd level support, assuring excellent documentation is recorded in ticket

    o Record events and their resolutions in the ticket system

    o Follow-up and update users with status information


    • Contributes to the IT Knowledge Base & IT FAQ


    • Participation in training provided for 2nd and 3rd Level on 1st Level Support solutions


    • Identify additional support opportunities and trigger knowledge request from 2nd and 3rd level teams


    • Participates in the Incident Management and Major Incident Management Process and achieves SLA's for this process


    • Triggers Problem Tickets for recurring problems

    About TEKsystems:



    We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

    The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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