Service Desk Analyst

<strong>We&rsquo;ve spent the past 20 years pushing the boundaries of traditional business. Though we&rsquo;ve evolved from an equipment dealership into an IT and managed services provider, our goal remains the same: to provide world-class customer experiences for the companies who are often ignored by big enterprises. To do this, we need top talent, skilled specialists, and the hardest of workers looking to build successful careers at Impact.</strong>

Lake Forest, IL

Impact

<div class="about-us-description ng-binding"> <div class="fusion-text"> <h4 class="fusion-responsive-typography-calculated" style="padding-left: 30px;" data-fontsize="24" data-lineheight="31.92px"><strong>Building the people who build the business.<br /><br />We&rsquo;ve spent the past 20 years pushing the boundaries of traditional business. Though we&rsquo;ve evolved from an equipment dealership into an IT and managed services provider, our goal remains the same: to provide world-class customer experiences for the companies who are often ignored by big enterprises. To do this, we need top talent, skilled specialists and the hardest of workers looking to build successful careers at Impact.&nbsp;</strong></h4> </div> <div class="fusion-text"> <h4 style="padding-left: 30px;"><strong>Whether you&rsquo;re looking for a fresh start, a career change or the chance to use your experience to make a difference, you&rsquo;re welcome at Impact. With 700 employees and 18 locations spread across the Midwest and West Coast, we are committed to empowering each individual with education, training and the support needed to compete and succeed, and change the way our customers do business.</strong></h4> <h4 style="padding-left: 30px;"><strong>The world of technology shows no signs of slowing down, and neither do we. Think you can keep up? Apply today!</strong></h4> </div> </div> https://vizi.vizirecruiter.com/Impact-2824/index.html

keywords: customer service,keys to success,professional growth,support,training,compensation,customer support,technical assistance,administration,documentation,technical skills,interpersonal and soft skills,skills,experience

Regular Full-Time

Overview: Impact Networking is looking for a Service Desk Analyst to support our growing clients. This is a unique opportunity to get in on the ground floor of the Service Desk. The role of the Service Desk Analyst is challenging and rewarding and requires strong attention to detail, along with business acumen and interpersonal skills. Learning new technologies is a major driver of success within this position. The focus of the job at Impact is always Excellent Customer Service. We strive to make sure our clients are happy and that their networks are secure and running optimally.<br /> <br />This is a full-time position; shifts will be Monday - Friday starting between 7am and 11am. You will work from our brand-new Network Operations Center in Lake Forest, Illinois. We are looking for Service Desk personnel that want to learn technical skills, provide world-class support, and are interested in growing their career. The goal for all service desk employees is to gain the technical skills and operations knowledge to move up into more advanced technical roles.<br /><br /><a href="https://www.impactmybiz.com/career/careers-videos/on-the-job-service-desk-technician/" target="_blank" rel="noopener noreferrer">On the Job Video: Service Desk Technician</a>
Responsibilities: Provide customers with excellent customer service<br /><ul><li>Polite communication even under stressful situations</li><li>Communicate properly and timely</li><li>Going above and beyond to help customers</li></ul> <br />Provide remote technical assistance and support for incoming queries and issues from contracted customers in relation to technology needs<br /><ul><li>Software and Hardware</li><li>Copiers, printers, and scanners</li><li>Microsoft Windows and Office</li><li>Strong attention to detail and accuracy</li></ul>Use CRM or Ticketing systems for the following:<br /><ul><li>Follow up with customers ensuring open issues have been resolved</li><li>Gain feedback from customers about computer or service issues</li><li>Run historical reports to identify reoccurring service disruptions</li><li>Document resolutions of problems as well as processes</li><li>Assist with on-boarding of new clients and users</li><li>Install, modify, and repair computer hardware and software</li><li>Run diagnostic applications to resolve problems.</li><li>Additional responsibilities as describe by management</li></ul>
Requirements: Technical Skills:<br /> <ul> <li>Basic technical understanding of Microsoft and/or Apple Operating Systems</li> <li>Basic technical understanding of networking</li> <li>Basic understanding of mobile operating systems &amp; MDM solutions for iOS, Android &amp; Windows mobile devices</li> <li>Basic understanding of printers and print solutions</li> <li>Basic understanding of wireless technology</li> </ul> Interpersonal and soft skills<br /> <ul> <li>The ability to provide excellent customer service using a phone or through text-based technologies.</li> <li>The ability to diagnose technical issues by using remote management software or tools.</li> <li>The ability to document technical issues in a timely fashion.</li> <li>The ability to operate under pressure and make quick but rational decisions.</li> <li>The ability to empathize, remain patient and understanding.</li> <li>The ability to adapt to a fast-paced and changing work environment.</li> <li>The ability to discuss and explain technical issues in a non-technical manner to non-technical people.</li> </ul> Basic Qualifications:<br /> <ul> <li>One of the following: <ul> <li>Technical Related Degree</li> <li>Industry Certification</li> <li>Service Desk, Helpdesk, Call Center, or technical position experience</li> </ul> </li> <li>All the following are required qualifications: <ul> <li>Must be able to do some light lifting</li> <li>Good Typing Skills</li> <li>Strong Grammar Skills</li> </ul> </li> </ul> Additional Qualifications not required:<br /> <ul> <li>Bilingual</li> </ul>