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Service Desk Analyst

4 months ago

Lemont, Illinois, United States NTT DATA Services Full time

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a [[Service Desk Analyst]] to join our team in [[Lemont]], [[IL]], [[US]].

Job Responsibilities Include

Service Desk Analyst's primary responsibility is to provide end-user Incident & Service Request support via phone, email, chat, and walk up. Support will require in-depth knowledge of PC and Mac Hardware, Desktop & Laptop Operating Systems, enterprise application administration & settings, high level printer familiarity, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required. Work is managed and tracked through the ServiceNow and measured through Service Levels. The Service Desk Analyst is the principal owner of the service request as well as the customer's overall satisfaction.

Service Desk Analyst Job Duties:

  • Development, document and maintenance of knowledge base for incident resolution and request fulfillment using ServiceNow or equivalent.
  • Provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems.
  • Create and manage user accounts, schedule video teleconferences, create / maintain program distribution list and provide remote troubleshooting support to customers.
  • Installation, maintenance, deployment of enterprise-wide software and assist with fine-tuning system performance.
  • Provide input and update to standard operating procedures.
  • Participate in organizations change management process.
  • Provide excellent customer service.
  • Participate in after hour and weekend on-call rotation shifts
  • Contribute to the knowledgebase through research of articles, training courses attended on the job learning, etc.
  • Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.

Required Qualifications:

Argonne is a highly complex environment and as such a minimum level of experience for any junior position should be equal to or greater than the following:

  • Candidate shall present minimum skill/qualification level during interview
  • 1+ years documented IT Service experience in an enterprise environment and a minimum of a bachelor's degree in a relevant area of study.
  • 1+ years of progressive experience in the field of Information Technology, Service Desk Support, Provide Tier I/II system administration, contact and incident resolution for hardware, software, and applications.
  • Proven ability to use scripting language (BASH, PowerShell, etc.)
  • Administrative knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM)
  • Experience with Service Desk Incident Management Processes
  • Experience with ITSM, Ticket Management, and ITSM tools such as ServiceNow or equivalent
  • Proven ability to perform Information Processing and involve a range of hardware/software solutions
  • Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware
  • Excellent knowledge of technical management, information analysis, and of computer hardware/software systems

* Certifications or experience may be accepted in lieu of college degree.

Desired Qualification:

  • IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux,
  • CompTIA IT related certification or equivalent or ability to attain within 3 months of your hire date
  • Office 365 Administration Experience
  • ITIL v4 certification or ability to attain within 3 months of your hire date
  • Endpoint security, DNS, DHCP, and IP experience
  • Experience with email systems, Networking, VPN

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.