Help Desk Analyst

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the second-largest private employer in Chicago. We are a multicultural, international community of more than 20,000 faculty and staff-each supporting UChicago's mission of inquiry and academic excellence.Our client is a Medical Center provides world-renowned patient care, while advancing medical science through groundbreaking research. Together, UChicago Medicine and the Biological Sciences Division are working to address the world's most pressing medical challenges.

Job Title: Help Desk Analyst

Duration: 8 months

Location: Chicago, IL 60637

Job Type: Contract

Work Type: onsite

Job Description:

Responsibilities:

• Provide customer support for desktops, laptops, email, VPN, connectivity, hardware, printing, etc. in a fast-paced corporate help desk environment.

• This involves logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary.

• Will work with backline teams and operations to prevent problems, facilitate problem resolution, and provide overall outstanding customer service.

• Must have strong Customer Service skills, along with strong oral and written communication skills.

• Responsible for software and hardware support.

• Provides technical advice, guidance and informal training to customers using hardware and software programs.

• Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.

• Performs root cause analysis and develops checklists for typical problems.

• Recommends procedures and controls for problem prevention.

• Maintains knowledge database and call tracking database to enhance quality of problem resolutions.

• Works in a team setting, sharing information and assisting others with calls.

TekWissen Group is an equal opportunity/affirmative action Employer (m/f/d/v) supporting workforce diversity.