Service Desk Analyst

Alined Consulting Group; Downers Grove (IL); Vor Ort; USD 42.000 - 64.000; Vollzeit

Zusammenfassung

Alined Consulting Group is seeking a Level 1 IT Support specialist to handle inbound calls, emails, and tickets for end users. You will diagnose basic hardware, software, and login issues, document incidents, and provide timely updates while maintaining professionalism.

You will escalate complex issues to specialized teams and support onboarding/offboarding tasks, ensuring adherence to SLAs and company processes. A strong willingness to learn is essential.

Qualifikationen

• Strong interest in IT.
• Excellent communication and problem-solving skills.
• Deliver strong customer service while maintaining professionalism on calls; effectively identify root issues and route/escalate requests to the appropriate teams for resolution.
• Technical experience is a plus, but not required.
• Answer inbound calls, emails, and tickets to provide first-level technical support.
• Create, document, and track incidents and service requests in a ticketing system.
• Troubleshoot basic hardware, software, and login/access issues.
• Provide timely updates to users and ensure a positive customer experience.
• Escalate unresolved or complex issues to the appropriate teams.
• Follow established processes, SLAs, and documentation standards.
• Reset passwords and manage basic user account requests.
• Assist with onboarding/offboarding tasks (account setup, equipment coordination).
• Maintain accurate records of issues, resolutions, and troubleshooting steps.
• Prioritize and manage multiple requests in a fast-paced environment.

Aufgaben

• Provide Level 1 technical support for end users.
• Escalate more complex issues as needed.
• Learn and adapt quickly in a fast-paced environment.

Kenntnisse

Interest in IT

Communication skills

Problem-solving

Customer service

Root-cause analysis

Technical experience (nice-to-have)

Ticketing system

Call handling

Tools

Ticketing system

Jobbeschreibung

• Provide Level 1 technical support for end users
• Escalate more complex issues as needed
• Learn and adapt quickly in a fast-paced environment

Qualifications:

• Strong interest in IT and willingness to learn
• Excellent communication and problem-solving skills
• Deliver strong customer service while maintaining professionalism on calls; effectively identify root issues and route/escalate requests to the appropriate teams for resolution
• Technical experience is a plus, but not required
• Answer inbound calls, emails, and tickets to provide first-level technical support
• Create, document, and track incidents and service requests in a ticketing system
• Troubleshoot basic hardware, software, and login/access issues
• Provide timely updates to users and ensure a positive customer experience
• Escalate unresolved or complex issues to the appropriate teams
• Follow established processes, SLAs, and documentation standards
• Reset passwords and manage basic user account requests
• Assist with onboarding/offboarding tasks (account setup, equipment coordination)
• Maintain accurate records of issues, resolutions, and troubleshooting steps
• Prioritize and manage multiple requests in a fast-paced environment