Service Desk Analyst - Hybrid

Title: Service Desk Analyst - Hybrid

Mandatory skills:

Customer Service,
service desk,
Windows 7, Windows 10, Office 2013,
desktop applications, web applications, server applications, custom applications, computer, networking hardware,
standard operating systems, application integrations, networking protocols, ISO27000, NIST 800 security,
call center, IT services, technical documentation, test emerging technologies,
problem solving, document, troubleshoot, communication, collaboration, organization

Description:

Role & Responsibilities Needed:
A support Desk Technician with a customer centric approach to problem solving. This team member will assist in supporting client Support Desk. The service desk supports internal customers at the client.
These customers range from field workers to the Director. The Service desk is the first interaction the customer has with the client. Candidates submitted to this position will need to be able to understand/document customer needs, troubleshoot with customer, and have a broad understanding of IT services structure to escalate calls. Client supports desktop applications, web based applications, client/server applications, computer/networking hardware, standard operating systems, MVD third party software applications, internally developed custom applications, etc.

Qualifications & Educational Requirements:
Experience in a call center supporting Windows 7 and 10 and Office 2013.
Working knowledge of customer service principles and processes
Knowledge of desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, ISO27000/NIST 800 security concepts, and any other computer-related technologies
Minimum 6 months to 1 year current working experience in an IT field
Associate s degree in a related field is preferred

Skills:
Strong Customer Service Skills
Excellent interpersonal, written and oral communication skills
Ability to work collaboratively in teams and across organizations
Ability to synthesize feedback and adjust plans accordingly
Ability to develop and write technical documentation
Ability to evaluate and test emerging technologies
Ability to apply creative solutions to business problems to ensure
business needs are most effectively met
Resources will be working in a professional environment and will be held to a dress code standard

Notes:
The Service Desk is in operation from 7:00am - 5:30pm Monday - Friday, excluding client holidays.
Resources will need to be available for an eight hour shift during this time frame.
Hybrid

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008