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Overnight Desktop Support

3 months ago

Hoffman Estates, United States Insight Global Full time

*THIS IS A 3RD SHIFT ONSITE POSITION, 9 PM TO 6 AM*


The Desktop Support Engineer is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, business units, division or corporate groups.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Determines requirements by working with internal customers.
  • Answers inquiries by clarifying desired information; researching, locating, and providing information.
  • Resolves problems by instructive issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills requests by helpful desired information; completing transactions; forwarding requests.
  • Maintains ticketing system by entering information.
  • Keeps equipment operational by following established procedures and reporting malfunctions.
  • Updates job knowledge by utilizing and adding to the company knowledge database.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
  • A day consists of 85% call handling and ticket management. 15% project/task management.


MUST HAVE:

  • 3+ years of professional work experience in a corporate setting
  • Ability to assist with Level 1 and Level 2 tickets
  • Experience troubleshooting – Windows and IOS (Android is a plus)
  • Experience working with offshore teams
  • Experience working with a ticketing system