Desktop Support Technician

Yochana; East Peoria (IL); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their team in a mid-senior level role. This position involves providing critical support for escalations, conducting thorough root cause analyses, and ensuring that customer service standards are met. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a knack for multitasking. With a focus on enhancing customer satisfaction through effective ticket resolution and team support, this role offers a unique opportunity to contribute to a dynamic IT services environment. If you are looking to make a significant impact in a collaborative setting, this is the perfect opportunity for you.

Qualifications

• 3-4 years of university education post high school required.
• 1-2 years diploma in Information Technology preferred.

Responsibilities

• Provide support for on-call escalations and root cause analysis.
• Ensure positive customer experience and adherence to quality standards.

Skills

Problem Solving

Customer Service

Communication Skills

Organizational Skills

Multitasking

Root Cause Analysis

People Management

Education

B.Sc. or Diploma

Diploma in Information Technology

Tools

ServiceNow

Excel

SharePoint

Job description

Direct message the job poster from Yochana

Responsibilities

1. To provide support for on call escalations and doing root cause analysis of given issue.
2. To independently resolve tickets within agreed SLA of ticket volume and time.
3. To adhere to quality standards, regulatory requirements and company policies.
4. Work on value adding activities such as Knowledge base update & management, Training freshers, coaching analysts.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Minimum Requirements

• 3-4 yrs of University education post High school (B.Sc. or Diploma).
• 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS.
• 3-5 years Field Services, customer service, and support experience with problem solving involving hardware, software, and networks.
• Strong hold on ServiceNow Reporting.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal abilities.
• Proficiency with Excel and SharePoint.
• Experience in End to End inventory management and logistics.
• Ability to handle client escalations and provide team support.
• People Management.
• Disciplined, systematic problem solving skills required.
• Analysis on performance.
• Root cause analysis and preparing Major Incident Reports.
• Installations, moves, adds, and changes (IMACs).
• Able to work well with little direction and in a team atmosphere.
• Ability to manage multiple projects each with critical deadlines simultaneously.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Administrative and Consulting

Industries

IT Services and IT Consulting