Service Desk II

1 month ago

Oak Brook, Illinois, United States TEKsystems Full time

Description: (ONSITE IN PEORIA REQUIRED- NOT REMOTE)


• Provide timely and accurate Service Desk support through telephone and e-mail to internal and remote customers, including, but not limited to troubleshooting desktops, laptops, printers, logins, passwords, peripheral devices and enterprise software and services. Log all support inquiries in the Service Desk tool and ensure descriptions are clear and accurate. Process change requests including telecom, hardware, software, user accounts, remote access, purchasing and general operational changes. Provide effective incident and problem resolution using automated systems and processes


• Handle internal procurement activities for non-standard and customized orders


• Create and maintain documentation of support activities and technical issues


• Follow-up on escalated calls to ensure timely response. Manage service level agreements with customers and ensure commitments are met. Initiate appropriate escalation, emergency responses and disaster processes as necessary


• Provide after hour support coverage


• This position requires regular and predictable on-site attendance and the ability to work the particular shift and/or schedule to which you are assigned, as well as additional hours as needed.


• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams


• Protect CGI's reputation by keeping information confidential


• Maintain professional and technical knowledge by attending educational workshops, and professional publications, establishing personal networks, and participating in professional societies


• Contribute to the team effort by accomplishing related results and participating in projects as needed

Skills:

Reimaging, Support, customer service oriented, desktop, troubleshooting, hardware, tier 2

Top Skills Details:

Reimaging,Support,customer service oriented,desktop,troubleshooting

Additional Skills & Qualifications:

Experience:


• 2 to 3 years of experience in Service Desk support/customer service environment


• ITSM tools / ServiceNow experience a plus

Knowledge, Skills, and Abilities:


• Establishes effective working relationships with customers


• Technical knowledge of hardware and software including Local Area Networks, mobile devices, and other collaborative tools


• Excellent communication skills.


• Strong service orientation with the ability to understand technical problems and clearly explain solutions to customers at all levels within the organization


• Knowledge with Windows o/s, Office Suite and e-mail applications


• SAP support knowledge a plus

Experience Level:

Intermediate Level

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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