Job description
Position at Zones LLC
Position Overview:
Term: 6 Months
Location: onsite in Oak Brook, IL, 60523
Hours: Mon-Fri 8-5pm
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.
- 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 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 operational improvements.
- Compliance: Adhere to company policies and security guidelines.
What you'll bring to the table:
- Education: High school diploma or equivalent; relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
- Experience: Previous experience in customer service or technical support 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 skills, with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Ability to troubleshoot and resolve technical issues effectively.
- Customer Focus: Commitment to excellent customer service and positive client relationships.
- Teamwork: Ability to collaborate within a team environment.
Benefits:
Zones offers a comprehensive benefits package including medical coverage, sick leave, and other wellness and work-life balance programs. We are an Equal Opportunity Employer and participate in E-Verify to confirm employment eligibility.