Service Desk Analyst

Information Services (IS) Service Desk Analyst

32 hours a week (Monday - Thursday)

6+ month contract role

Location - Channahon, IL

Our client is looking to add a Service Desk Analyst to their team that will serve as the first point of contact for Information Services support requests, incidents, and service inquiries. Provide exceptional customer service while ensuring timely resolution of technology-related issues. Support end users through multiple channels including phone, email, self-service portals, and walk-up support both in person and remotely.

Key Responsibilities

• Receive, log, categorize, prioritize, and manage incidents and service requests in ServiceNow.
• Diagnose and resolve Tier 1 technical issues involving hardware, software, access, and end-user devices.
• Provide first-contact resolution whenever possible and minimize escalation requirements.
• Monitor and track incidents throughout their lifecycle to ensure timely resolution and adherence to service level targets.
• Communicate effectively with users regarding issue status, resolution progress, and expected timelines.
• Escalate complex issues to Tier 2 or Tier 3 support teams when required, providing complete troubleshooting details.
• Fulfill standard service requests, including software installations, access requests, and equipment-related requests.
• Maintain accurate and detailed documentation of incidents, resolutions, and troubleshooting procedures.
• Identify recurring issues and trends and recommend opportunities for process improvement.
• Assist with onboarding, device setup, account provisioning, and end-user technology support.

Qualifications

• Diploma, degree, or equivalent experience in Information Technology, Computer Science, or related field.
• 3+ years relevant IT experience supporting Microsoft Windows, Microsoft 365, collaboration tools, and end-user devices.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Knowledge of IT service management principles and ticketing systems such as ServiceNow.
• Ability to lift up to 40 pounds.

The anticipated hourly rate range for this position is ($25/hr-30/hr). Actual hourly rate will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, retirement and/or other benefits are available after a waiting period.