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Service Desk Analyst
Ref No.: 18-05418
Location: Chicago, Illinois
Position Type:Direct Placement
Pay Rate : $ 45,000.00 - 55,000.00 /Year
Service Desk Analyst

ICS is working closely with a prestigious law firm in Chicago that has been leading the industry for over 150 years.  They are seeking an energetic, focused and driven Service Desk Analyst to join a growing team in their Chicago Office
The Service Desk Analyst is responsible for providing high quality customer service interactions with the firm's end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their strong technical knowledge of hardware and software. The Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support.
Duties and Responsibilities:
  • Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
  • Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.
  • Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within the environment or otherwise approved for installation.
  • Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
  • Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures.
  • Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.
  • Execute basic and routine systems administration tasks (e.g., password administration and print queue management).
  • Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.
  • Assist with projects such hardware or software upgrades and on-boarding of large groups.
  • Perform other duties as required.
Education and/or Experience:
  • BA/BS degree or equivalent work experience
  • 2+ years providing direct and exceptional user support in a high performance culture
  • 2+ years of experience supporting Windows-based computers, including Microsoft Windows 10
  • 2+ years of experience supporting Smartphones, e.g., iPhone, Android
  • 2+ years of experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix
  • Experience with Citrix and legal specific applications
  • ITIL and Microsoft Office Application certifications
  • Experience using and supporting Adobe Acrobat, iManage Document Management Solutions, Avaya Telephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operating systems with SCCM
Other Skills and Abilities:
  • Excellent organizational skills and attention to detail
  • Ability to meet tight deadlines and adapt to change
  • The use of good judgment and good interpersonal communication skills
  • Well-developed analytical and problem solving skills
  • Works harmoniously and effectively with others as part of a team
  • A self-starter who desires to show ownership and commitment to the job
  • Exercises confidentiality and discretion
  • Ability to demonstrate an overall sense of urgency with daily tasks