27 days old
2017-10-242017-11-21

SD Analyst

Downers Grove, IL 60515
  • Job Code
    584075

3 years of Help Desk/Service Desk experience, This SD is 7x24 hour operation so flexibility to work 2nd or 3rd shift, weekends, will make the candidate more attractive. The shift has not 100% been determined yet, but, the gap is currently during normal business hours at this time.


Microsoft Office 365, Active Directory, Exchange, Citrix, MAC and Cisco shop. This is a level 2 support position which will be responsible for 40-50 calls/emails per day. Strong Customer Service, Written and Verbal communication skills and consistent follow up to end users is critical. Desktop support experience is attractive


Service Desk Specialists serve as the initial point of contact for customers and internal associates requiring assistance with hardware, software, or network incidents, requests or problems. They answer calls and emails from internal and external customers, as well as address incident tickets which are submitted directly by the clients or via automation. Service Desk Specialists provide an immediate resolution when possible, or reassign the matter to next level support when necessary. Regardless of whether first level incident resolution is possible, the Service Desk Specialist will capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress. The Service Desk Specialists are also responsible for monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met.


What you will do:



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  • Information Technology

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SD Analyst

Randstad Technologies
Downers Grove, IL 60515

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Randstad Technologies
Downers Grove, IL
US

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