Service Desk Analyst Level 2


  • You'll be great at this Service Desk Analyst job if you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services.
  •  You'll succeed at this job if you're comfortable with creating knowledge articles and arranging training for other Service Desk Analysts when needed. 
  • The primary function of this job is handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users.
  •  As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. 
  • You should also understand Incident, Problem, Change Management and other processes.
  •  How these processes work together to provide superior support and high availability of our business is also important. 

Major Responsibilities

  •  Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
  •  Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
  •  Provide guidance to Tier 1 support and team members
  • Facilitate user account management: Onboarding, change and departure processes
  •  Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
  •  Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
  •  Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards


  • Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
  • Ability to multitask and meet deadlines
  • Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement
  • 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
  •  It is preferred for applicants to have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems
  •  Proficiency in Microsoft Office 365
  •  Exchange experience
  •  MS Windows 10 experience
  •  Microsoft Office 365 experience required
  •  Adeptness in Microsoft Exchange Server
  •  Microsoft Exchange experience highly desired
  •  Experience in one or more programming or scripting language
  •  Excellent communication skills (written and verbal)
  • A combination of superior customer service skills and technical aptitude is required for success at this position
  •  Ability to work independently with minimal oversight
  •  Applicants with ITIL certification are preferred


Location Chicago
Workload 40 hours/week , 100% onsite
Expected start date ASAP
Expected end date OPEN
Necessary languages English
Necessary skills Analyst, ITIL, Management, Service, support

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