at Teksystems in Hoffman Estates, Illinois, United States
Job Description
Description:
- Provide first and second level incident resolution and request fulfillment for all users with hardware, software and application issues.
- Provide accurate and timely logging of incidents and resolutions in ITSM ticketing system.
- Able to effectively support individuals from all levels of the organization including C level
- Ability to properly prioritize support issues based upon urgency, severity and impact to both the individual and the organization
- Manage ticket priority, categorizations, problem association, CI association and other ticket mechanics.
- Ability to provide effective and accurate solutions to user problems to ensure user satisfaction and productivity
- Courteously obtain and document concise incident, request and problem information for internal service personnel.
- Escalate problems to appropriate IT staff for workaround, resolution, root cause analysis and preventative solutions. Document replication evidence and details prior to each escalation.
- Maintain frequent communications with end users during the incident resolution and request fulfilment process.
- Utilize superior customer service skills and multitasking abilities.
- Ability to manage and lead individual or small projects.
- Work closely with other teams to record and publish knowledge transfer needed to support IT Service Center incidents and/or requests
- Support continual service improvement by reviewing and recommending modifications to standard operating procedures and work instructions.
- Represent the Guiding Principles through personal and business interactions with employees, distributors and colleagues.
- Other duties and special projects as assigned, including occasional off hours and weekend support.
Skills:
help desk support, service desk, windows 10, phone support, office 365, servicenow, active directory, password reset, hardware
Additional Skills & Qualifications:
The IT Service Center Analyst II will be responsible for providing first class technical support to all internal staff and contractors who have access to internal network and systems. This position will be expected to maintain both software and hardware inventory for all supported entities locally and remotely. Maturity of judgment under pressure and the ability to triage and diagnose the level of user needs is essential. The IT Service Center Analyst II must be able to prioritize tasks and multitask appropriately while working in a rapidly changing global environment.
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.
