Service Desk Analyst L1

Zones, Inc.•Carol Stream, IL

56d•$25•Remote

About The Position

Position Overview: Term: 6 Months Location: 100% remote but must reside within greater Chicago, IL Hours: Mon-Th 7-5pm Pay: up to $25/hr What you'll do as the Service Desk Analyst The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Education: High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
Experience: Previous experience in a customer service or technical support role is preferred, but not required.
Technical Skills: Basic understanding of operating systems (Windows, macOS, Linux), common software applications, and networking fundamentals.
Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
Problem-Solving: Demonstrated ability to troubleshoot and resolve technical issues effectively.
Customer Focus: Commitment to providing excellent customer service and maintaining positive client relationships.
Teamwork: Ability to work well in a team environment and collaborate with colleagues and other departments.

Responsibilities

Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
Incident Management: Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
Escalation: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
Documentation: Document solutions and procedures for future reference and improve operational processes.
Compliance: Adhere to company policies and procedures, including data protection and security guidelines.

Benefits

Zones offers a comprehensive Benefits package
While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance.
And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

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