Service Desk Analyst Oak Brook, IL
2 weeks ago
GENERAL FUNCTION:
The role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving user requests and incidents.
Problem resolution may involve the use of diagnostic and help-desk request tracking tools, as well as remotely or in person, administration, configuration, or troubleshooting.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Field incoming requests to the service desk to ensure courteous, timely and effective resolution of user issues.
Identify, diagnose, and resolve problems for users of PC software, hardware, network, voice, and internet.
Document all pertinent user identification information and nature of problem or issue.
Prioritize and schedule problems. Escalate problem (when required) to the appropriate experienced technician.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Monitor and verify routine network operations.
Assist in technology implementations and upgrades.
Be available for after-hours work (evening and weekends) as required.
Provide after hour support for end user(s) on an "on-call" basis.
Other tasks/duties as assigned by management.
EXPECTATIONS:
The focus of this position is to enable bank employees to access technology in an efficient, secure manner and so provide service to the bank's customers.
level tickets and assigning 2 nd
and 3 rd
level tickets to more technical resources. The analyst will also be responsible for the bank's Intranet and auto-dialer products, as well as general documentation.
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